Redbox Automated Retail

Complaint: [redacted] I am rejecting this response because: I know 100% that I returned the video because the Machine was restarting when I pulled up and I had to wait minutes for it to restart and it made me late for workif I had any doubt about returning it I would've never filed a Revdex.com complaint Sincerely, [redacted]

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 cardI will then be able to pull up the transaction and we can get to resolving this matter for youBest,Redbox Customer Care

Hi ***, We have reviewed your rejection to our responseWehere 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 rental Credits on your account good toward future rentals to make upfor these inconveniencesWe also have guided you toward our other deals, as wewant Redbox to be an affordable and enjoyable option for you, our esteemedcustomerWe 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 futureYour 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 recommendedWeare 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 helpsSincerely, Corporate Escalations:: Outerwall, Inc.E: [redacted] @outerwall.comCase [redacted] , Call ID [redacted]

Good Morning,Thank you for reaching out in order to get your issue resolved to your satisfaction I'd like to look into your account to see what I can do to assist in resolving this In order to do so I will need the last four digits of your credit card that had the charge along with the billing zip code for that card Appreciate it!Redbox Customer Care TeamHeather

Dear [redacted] and [redacted] , We have recently received your complaint regarding fraudulent charges and customer service We sincerely apologize for the unsatisfactory experience you feel that Redbox has given youYou stated in your claim that you requested a desired resolution of a refund and compensation for the treatment you were given by the customer service agent you spoke with We understand the frustration that comes with losing a cardHowever, once a card is used by someone other than the cardholder, any charges made are then in the hands of your bankThis becomes a situation of fraud which can become a legal matter and is unfortunately out of our hands The best we can advise is to contact your bank once again and let them know that this is a situation of a stolen card being used by someone other than the cardholderThey are the only ones who can refund or fully stop the charges from posting to your account As far as the customer service agent you spoke with, we definitely do not like hearing about the manner you were treated and will pass the call information onto our quality control team to take a lookFor the trouble, please accept these codes: [redacted] These codes are good for any free, one-night DVD rental and will remain valid for days [redacted] and [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 Ms***, We appreciate your response and the feedback you have providedWe understand your concern and at this time have provided you with all of the information we can Once again as the charge was for rentals associated with theft and the crime was reported to the authorities we recommend to seek assistance from your insurance company Ms***, as we have addressed all of your concerns Redbox does 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]

Dear Mr [redacted] ,We have recently received your complaint regarding thecharge of $We sincerely apologize for the unsatisfactory experience youfeel that Redbox has given youYou stated in your claim that yourequested a desired resolution of a full refund.We show that a game was rented on 7/20/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 vendedSince we show yourcard was physically swiped, the charges are validIf 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 closedIf you have any other questions or concerns, please contactus.Sincerely,Corporate Escalations:: Outerwall, Inc.E: [redacted] @outerwall.comCase [redacted] , Call ID [redacted]

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 meSincerely, [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 $refund so the total amount left was $ 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

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 doesI 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] ***

Good Morning [redacted] ,Thank you for taking the effort to reach out in order for Redbox to make this situation right in your eyes I have reviewed your account and the notes left by the agents At this time I have issued you a refund of $which will reflect on your bank account within 5-business days The reason for the amount is that you stated to the agents in which you spoke to that you had the movies out for days, so I have deducted that from the refund While finding unexpected charges are never pleasant I would like to make a suggestion to you so that this will never happen to you again If you add your credit card to your profile on redbox.com you can track your rentals and returns This way when returning you can check to ensure the system has adequately acknowledged it Best Regards,Redbox Customer Care TeamHeather

Complaint: [redacted] I am rejecting this response because I will email but if you also paid attention to my complaint I stated that my billing zip code is [redacted] and last is [redacted] I guess you neglected to read that partAlso I want this resolved in a timely manner if my account is not corrected I will be filing complaints with the FCC and Texas State Attorney General.Sincerely [redacted]

Dear [redacted] ***, We have recently received your complaint regarding ReboxWe sincerely apologize for the unsatisfactory experience you feel that Redbox youYou stated in your claim that you requested a desired resolution of a refund of $ After further review of the information you provided it looks like you were able to speak with a member of our Corporate Relations Team who provided further clarification about the $being a preauthorization for your movie rentalsAs Redbox will not be collecting these funds we are unable to issue compensationAs provided in your earlier conversation with our Corporate Relations Team, the pending charge will fall off within the next 5-business days We apologize for the delay in the response time to your voicemail and for your previous service experienceThe feedback you provided during your phone call has been sent to the appropriate party for review [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]

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

Dear Ms ***,We have recently received your complaint regarding the two unreturned movies We did further research on the location reportedWe don’t see any phone calls reporting issues with the location, nor do we show any problems during the time frame of the returnBoth discs are still showing as outstandingWe recommend checking the house again and in places they may have been forgotten aboutIf the discs are found and would like to be returned, we can offer a partial creditAs as your concerns have been addressed, we consider this case closedIf 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 RedboxWeapologize that the previous experience you had with Redbox Customer Care wasnot to your satisfactionWe 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 requestedWe apologize again that you wereunable to reach the person you requested, and that your issue was not resolved.A refund of $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 CareThe remaining $was leftfrom this charge as it was for the initial night of rental for these DVDsArefund can take 5-business days to reflect upon your account, so we hopethese funds are visible on your account at this timeIf you are not seeingthis credit to your account, please reach out to your financial institution, asthe refund has been applied on our endWe apologize for any delay and appreciate yourcontinued support Sincerely, Corporate Escalations:: Outerwall, Inc.E: [redacted] @outerwall.comCase [redacted]

Mr [redacted] ,I am indeed sorry that you didn't receive the $off for the transformers promo I do see that you were given promo codes as well as credits for the issue already The credits will not be expired until 8/and the promos days from July 22nd I will close out this issue today by refunding you $for the rentals you made while trying to receive the promo After totaling the compensation it comes out to $ At this point no further compensation will be made for the $off coupon I sincerely apologize that you were unable to redeem the promo as intended Thanks,Redbox Customer CareHeather

Dear [redacted] We have recently received your complaint regarding RedboxWe sincerely apologize for the unsatisfactory experience you feel that Redbox has given youWe would also like to extend our apologies for any service experience you had that left you feeling like anything less than a valued Redbox customerYou stated in your claim that you requested a desired resolution of a refund for the charges collected from the rental transactions completed on 5/& 5/ We understand from your complaint that you reported your credit/debit card stolen on 5/and the rentals were made after this dateAs the card was reported as stolen to your financial institution, the fraudulent charges are something that they would need to assist with as they have their own internal process for these types of circumstancesRedbox will be willing to work with your financial institution and provide them with any information they need to research the charges to your account [redacted] once again are very sorry for any upset this has causedAs 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]

Complaint: [redacted] I am rejecting this response because the transaction had nothing to do with my financial institutionI simply placed coins in the coin star machine and received the wrong gift certificate, I never used my debit or credit card during the transaction.Sincerely, [redacted]

Dear ***,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 youYou 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 dispensedIf you weren’t the one to make the rental, then we would need to go through the fraudulent rental processIn order to do this, you would need to dispute the charge through your bank and then they would investigate directly with usSince 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 closedIf you have any other questions or concerns, please contact us.Sincerely,CourtneyCorporate Escalations:: Outerwall, Inc.E: [email protected] [redacted] , Call ID [redacted]