Redbox Automated Retail

Hi [redacted]We reviewed your complaint regarding Redbox. We apologizefor the unexpected charges on your account and for any misconception regardingwhat options we have available. We also apologize if our policies were notprevious clarified, however the reimbursement we applied for a return...

notshowing in our systems on your account in December was a one-time exception weplaced as we value you as a customer.  Wedo continue to value you as a customer; however we do have multiple systems onour end to check our returns and the rental on 4/27 is not showing as beingable to be rented by any customer’s since your transaction and the disc has notbeen found by a technician whom services the machine weekly. We show you havean online account so you should be able to review your rental history and your emailreceipts to ensure you have records of what we have. If you do not receiveimmediate confirmation of your return, we do ask that you contact our CustomerCare so we can troubleshoot and avoid any applicable charges. We send emailreceipts and offer your online rental history as we do want you to have recordsof what we have, as we know unexpected charges are much less than ideal.We know mistakes can happen; if you do recover the disc at alater time let us know and we can see if we can compensate you to get the discback to us. At this time, the disc is yours to keep as the charge for thereplacement cost has been acquired. As we have refunded you previously for the same issue andare still not showing this disc as recovered, we are unable to offer anyfurther reimbursement. As you are disputing the validity of these charges, youdo have the option to dispute the charge with your financial institution. Weappreciate your rentals with Redbox and hope for your continued support in thefuture.  Sincerely, Corporate Escalations:: Outerwall, Inc.E: [redacted]@outerwall.com[redacted]

Dear [redacted],
We have recently received your complaint regarding the overdraft charge on your account. We sincerely apologize for the less than positive experience you had with Redbox. You stated in your claim that you requested a desired resolution of a refund of your $12.50 overdraft charges on top...

of the $3.22.
We certainly apologize that your refund wasn’t processed sooner; however the refund of $3.22 was processed successfully on 3/8. As refunds do have to be processed from us to your bank, we do provide a quote of 5-7 business days for a refund to reflect upon your account. If the $3.22 charge caused the overdraft fee, the financial institution may reconsider the overdraft fee considering the refund is on the way. The approval code for the transaction is 117903, if that helps. We do recommend reaching out to your financial institution regarding the overdraft fee, as Redbox does not charge overdraft fees at this time.
[redacted], as we have addressed your concerns, we do consider this matter resolved though we are happy to clarify any additional information upon request.
Sincerely,
Corporate Escalations:: Outerwall, Inc.E: [email protected] Case [redacted], Call ID [redacted]

Dear **,
 
We have recently received your complaint regarding Redbox. We sincerely apologize for the unsatisfactory experience you feel that Redbox has given you.
We understand the concern you have about being billed for movies that were rented after your debit/credt card was reported...

as stolen and cancelled. Our system is always trying to collect payment for past rentals. In this instance your new card is considered by the system a continuation of your old card. The reason the card was billed is because we received the updated card number to complete the transaction.
As you have claimed that charges are due to fraudulent use of your old credit card, you will need to work with your financial institution to formually dispute the charges. Your financial institution has an internal process for handling disputes. As the billing system is automated it will continue to collect the balance owed in full until it has reached the maximum attempts or the financial institution comes back with a hard decline on the collection attempt.
 
**, 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 Mr. [redacted],
 
We have recently received your complaint regarding Redbox.  We sincerely apologize for the unsatisfactory experience you feel that Redbox has given you.
We are very sorry for the unexpected charge to your account for a game that was not received. We understand the...

aggravation of being charged a non-return fee as you did report the issue with the game on the date you received it.
We were able to review the chat on 6/15 when you originally notified us of the issue. At this time we did provide you the information that the disc would be marked for removal from our system. Information was provided to you that should you choose to rent a second copy of the disc to please rent first and then return the paper copy as it can take our system a few minutes to recognize the disc was marked for removal. We apologize if it was not clear from this statement that the paper copy needed to be returned.
The reason you were billed for the non return of the disc is because our system did not recognize the barcode as being as returned to any Redbox location. As the system is automated it tracks rentals by the barcode. This is why the paper copy was able to vend to you. When the system never registered the barcode as placed back into a Redbox kiosk you were billed for the non-return of the disc. Regrettably, at this point there is no way to prevent the charge attempts to your account for the disc which is why we have set up the refund. Once the charges are collected in full the refund to your account will process.
In regard to the second rental attempt, we show the first time the transaction attempt was made your financial instution declined the authorization. For the second transaction attempt our system show that the card was not active with Redbox which could be for various reasons. Regrettably, without contact our specialty teams we do not have the reason hand. Redbox did not process charges for these rental attempts. The “pending” charges to your account were authorized by your financial institution. When a transaction attempt is made either by reservation or sliding your card at the box your financial institution will authorize the first day rental charge. They usually release the funds within 5-7 business days. If these funds have not yet been released to your account you will need to contact your financial institution. Redbox does not attempt to collect any funds from your account until the all rentals associated with the transaction have been returned or exceed the maximum rental period. If your email address is entered at the box during the time of your transaction Redbox does email billing receipts any time a charge is made to your account.
We understand from your claim that you wish to have account with Redbox closed. We will make this request on your behalf. Your account will be closed within the next 24-48 hours. Please understand that closing your account will not prevent any charges from open invoices from being collected.
                                        ...⇄
Mr. [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 Mr [redacted],We have recently received your complaint regarding renting video games.  We sincerely apologize for the unsatisfactory experience you feel that Redbox has given youFor more information, please refer to our Terms of Use located at Redbox.com.  If you wish to complete your...

video game rent, you may try another form of payment.  We apologize for the inconvenience.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]

Because of the dispute and chargeback process no refunds are able to be processed at this time by the customer service team.  We recommend that you contact your bank about these charges.  Thank you. Redbox Customer Care Team

Dear Ms. [redacted],We have recently received your complaint regarding thepersonal return of a disc.  We sincerelyapologize for the unsatisfactory experience you feel that Redbox has given you.You stated in your claim that you requested a $20.00 refund.Since the disc has been most likely removed at...

this point, a$20 refund has been applied to the card. You can expect to see this refundwithin 3-7 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.com[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 a chargeof $19.28.  We sincerely apologize forthe unsatisfactory experience you feel that Redbox has given you. You stated inyour claim that you requested a desired resolution of a refund.Unfortunately, we do not see a charge of...

$19.28 with theemail address provided. Since this isn’t a secure portal, we ask that you sendan email to [redacted]@outerwall.comwith the last 4 digits on the card used to rent, the ZIP code and the date ofthe charge.Once this information is received, we can further assist youvia the Revdex.com system.If you have any other questions or concerns, please contactus.Sincerely,CourtneyCorporate Escalations:: Outerwall, Inc.E: [redacted]@outerwall.comCase, Call ID

Dear [redacted],
We have recently received your follow up 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 $2.44
Our records...

show that all of your billing is correct and accurate.  A refund of $4.77 was set up, due to difficulty making returns in December, but that was billed correctly based on how long the discs were out.  On your most recent card we show a charge of $1.59 and a charge $3.18 for rentals made on 2 transactions on 12/31.  The three discs from those transactions don’t show as returned as of today, and because of this, you’ll be charged for the nights you keep them until you return them, or after the 17 day maximum rental period (whichever comes first).  On our end, no further refunds will be offered, as the previous situation with the inability to return was addressed, and all current billing is related to the time you’ve kept your rentals out with no Redbox error.
[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], Could you please send me the last four digits of the credit card that you use with Redbox as well as the billing zip code?  This way I can look into your account and see what's going on along with that send you your code your deserve and locate the calls for review of your...

customer service experience.  I am definitely sorry you received an experience that was not satisfactory and will be looking into it. Thank you, Redbox Customer CareHeather

Hi!I have received your complaint and am happy to look into what happened for you.  Please send back the last 4 of the credit card charged and the corresponding zip code.   Thank you, Heather

Good Afternoon,Thank you for reaching out to us so we can get some explanation as to the additional night fees.  I am sorry that your experience thus far has not been what you were expecting from Redbox but I assure you we are here to help.  I was unable to locate your transaction that you...

are concerned with by using your email so I will need the last four digits of your credit card number that you used when renting and the billing zip code of that card. I will then be able to pull up the transaction and we can get to resolving this matter for you. Best,Redbox Customer Care

Dear Mr. [redacted],
 
We have recently received your complaint regarding receiving un wanted Redbox emails. We sincerely apologize for the unsatisfactory experience you feel that Redbox has given you and that you were not provided a resolution when you contacted by phone.
We have sent a...

request for the email address you provided to be removed from our mailing list, please allow 1-2 business days for this to be completed. Additionally, there is an unsubscribe link at the bottom of the email which you are welcome to use as well.
Mr. [redacted] as your concerns have been addressed, 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 personally saw the plastic sleeve with the wrong game go into the Kiosk. I find it hard to believe that the technician didn't come across the LOST DISK as we had to rent an additional plastic sleeve (Using a special code) to resubmit the correct disk. I am just looking for some accountability from Redbox. It's easy to say "We could not locate your disk" and then brush us off. Your machine accepted our personal disc whether it was the correct disk or not, your kiosk accepted it, so I am holding Redbox liable till we either A) Receive the correct disk back or B) We are compensated for the amount of repurchasing a disk. How hard would it have been to have your technician go to the kiosk, grab a copy of the game in question and then contact us to either meet him/her there to pick up the disk or mailed it to us? We have been very loyal customers and are not out to scam Redbox, we just want what is ours!
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and must respond with the last four of the card number [redacted] and my zip code 34997. 
Sincerely,
[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 Ms. [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 changing the reservation process as well as reviewing the...

customer service you received and the amount of compensation you received. We can certainly understand the aggravation of not being able to transfer or cancel your reservation to another location especially in the event that there an unexpected machine error during the time of your attempt to pick up your reservation. Regrettably, as  you are already aware this is something our system does not yet have the capability of doing. Your feedback is valuable and we can assure you it will be passed along to the appropriate party for review. It is through feedback from valued customers such as yourself that we are able to better understand the needs of our customers. We understand that each person’s time is precious and cannot be given back and are very sorry that the box was not working during the time of your attempt to pick up the reservation. We know this is not an ideal situation. Under most circumstances we do not provide additional compensation for the rental transaction as we do reimburse you for the movies that you are charged for an unable to receive. The reason we provide credits before a refund is because it is generally a quicker resolution for our customers. We are very sorry that the experience caused you to have to make an additional 38 mile round trip to the next closest location. It disheartens us to hear that your customer service experience was not what you expected it to be and that it did not meet the expectations that Redbox puts forth. The information you provided will be sent to the appropriate department for review to provide to the agent(s) you spoke with. Although it will not make up for the inconvenience you have experienced, we have gone ahead and issued you a refund for the rentals you were unable to pick up in addition to the 4 rental credits you were already provided. The refund should reflect to your account within 7 business days of the initial charge being collected.   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 the charge you received for your recent game 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 full refund for...

the billing of the disc.
We understand the immediate concern you had when you received the receipt for the billing of the rental and appreciate you contacting us immediately. After taking a second look into the transaction, we do see that there was an issue with the disc you returned but we would be happy to assist.
You requested a full refund of $73.66 for the disc that was returned. At this time, Redbox has not collected on this transaction. If we are able to collect the funds successfully, please contact us immediately and we will provide you a full refund. Regrettably, as our billing system is automated we have no way to prevent the charge attempts.
Mr. [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 satisfactory to me. Sincerely, [redacted]