Redbox Automated Retail

Hi [redacted],Thanks for getting back to us with the credit card details.  I do see that you returned slightly after 9pm.  Because you were unaware at the time that at Redbox the return time is 9pm I have went ahead and refunded for the extra night fees incurred which were $3.71.  You will see this back onto your card ending in 2522 within 5-7 business days. Take good care, Redbox Customer Care TeamHeather

Good morning,I have received your complaint and processed the refund for 12.76.  Looks like there was already a partial refund processed for 12.76 prior to this complaint.  The additional amount will make the total refund 25.52 which is what you were requesting.  Please allow 5-7...

business days for it to reflect on your banking statement.Thank you for reaching out.Redbox Customer Care

Dear [redacted],We have recently received your complaint regarding being overcharged due to a possible box malfunction. 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 $112.94.Unfortunately, it is fully possible that our box had a malfunction and did not track your discs as returned. We do apologize for this inconvenience. After doing some research, we were able to locate your account and see that you have been a longtime loyal renter with us. We want you to know that we absolutely appreciate your business. Due to this, we have gone ahead and issued you a full refund of the entire rental. You should see a refund in the amount of $135.32 posted to your account within 5-7 business days. We will also be bringing this to the attention of the agent you spoke with and passing it along for coaching opportunities. [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: [redacted]@outerwall.comCase [redacted], Call ID [redacted]

Mr. [redacted],I'd be happy to look into the charges and explain them to you as well as ensure there was no issue with the amount billed.  Please provide me with the last four digits of your credit card that was billed and the corresponding billing zip code.  This will help me to find the...

transaction. Thank you, Redbox Customer CareHeather

Good morning [redacted],I have looked into your account and the transaction that you had this charge on. It looks like both discs were rented on March 25th and one disc registered as returned on the 2nd of April.  I'm more than happy to refund for the additional days you were charged past April 2nd...

for the 2nd disc.  I just wanted to ensure that you agree the discs were returned on the 2nd.  Please let me know so that we can move forward with your refund. Thank you, Redbox Customer Care Team[redacted]

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 4 is [redacted] I guess you neglected to read that part. Also 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 Mr. or Mrs. [redacted],
 
We appreciate your response and understand what an upset this is for you. As provided in our previous communication, our local technicians do inventory the boxes weekly for any misplaced discs. When discs are located misplaced inside of the machine our technicians will check them in promptly.
Regrettably, all of the resources wer have available do not indicate that the discs we received at any Redbox location. As we are unable to verify a return date for the disc we are unable to provide a refund.
If you have any other questions or concerns, please contact us.
 
Sincerely,
 
Corporate Escalations:: Outerwall, Inc.
E: [email protected]
Case [redacted]  , Call ID [redacted]

[redacted],At the time of rental you agreed to the daily rental fees.  As I can understand this is something that you may not have understood could add up so quickly I can offer you $20 as a one-time courtesy.Thanks,Redbox Customer Care

Dear [redacted],
 
Thank you for the information you provided about your recent interaction with Redbox. We would be happy to re-evaluate your account for reactivation, but regrettably we were unable to locate your account information with the email address you provided. In order to provide...

further assistance at your earliest convenience please provide the following information:
Last four digits of the debit/credit card you used to rent
Billing zip code associated with the debit/credit
Sincerely,
Corporate Escalations:: Outerwall, Inc.
E: [email protected]
Call ID [redacted]

Afternoon,I'd be more than happy to explain the charges.  Please send over your last four digits of your card number and the billing zip code on that card in order to me to look up your account. Thanks.Heather

Complaint: [redacted]I am rejecting this response because the transaction had nothing to do with my financial institution. I 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]

Hi [redacted]I have received your inquiry and I would like to look into the charge you are seeing on your account.  Please reply with the last four digits of your credit card that was charged and the billing zip code that goes along with that card and I can look into it.  About the overdraft...

fee we will be unable to refund that as the funds were not taken by us however, in these circumstances we would suggest after the initial issue with the charge is taken care of to contact your bank to see what they can do about reversing the charges.  But let's start by figuring out how to make the charge right with you. Thanks, Redbox Customer CareHeather

In order to help I will need to know the last  4 digits of the card that was charged and the billing zip code associated with it.  After that I would be happy to assist you in making this right. Thanks,Redbox Customer Service

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]

Mr. [redacted],I am sorry that you have had a fraudulent situation occur with your card.  Looks like you have made all the right steps in notifying your bank of this issue.  Because you have filed a report with your bank they will be able to take care of this issue for you since these...

charges are attached to the incident.  We would be happy to send you the details of the charge in order to take to your bank to show it's the same incident if needed however as far as the charges it would be something that your bank would need to handle through their fraud department.   Thank you for reaching out. Redbox Customer Care

Dear Ms. [redacted],
 
We have recently received your complaint regarding authorization holds to your account at are not being released.  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 $9.24 to your account for the authorizations that have not rolled off or been redeposited.
When your card is swiped at the box, your account is authorized in the amount of the initial night rental. The authorization is a hold of the funds while your financial institution awaits the final billing from the merchant. These usually reflect on your statement as pending charges and should be credited back within 5-7 business days.
After reviewing your transaction history we are not showing that you have any open invoices at this time. Any authorization holds should have been deposited back to your account by your financial institution. Regrettably, Redbox has no control of the the release of authorizations by your financial insitutitution. If you still have charges showing as pending to your account we recommend contacting the customer service department for your financial institution for further clarification.
We are happy to look into any charges you have and provide further explanation if possible. We would need more information to assist. What wwe would need is the exact date the charges posted and the exact amount. If you are able to provide a current bank statement showing the charges in question, this would be helpful as well.
 
 
Ms. [redacted], we are happy to continue to look further into this for you and look forward to your reply. 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]

I received a response from the library that the movie has not been returned to them.  I also will be required to buy them a new version of the movie and also pay the late fees, etc. incurred on this film.
 
Complaint: [redacted]I am rejecting this response because:

Hi [redacted],We have reviewed your complaint regarding Redbox. Weunderstand it is not comforting that we show your card was used at our machineswhen you believed it to be in your possession. We know you are being honest andcertainly had not meant to apply anything otherwise. We will review theprevious...

contact for any coaching opportunities and apologize if anymisinformation was provided. We recommend speaking to your bank about possiblepossibilities when your card information has been compromised, as we do showthis was swiped. We do have SSL layers within our website and kiosks to keepyour information safe, but are unable to place a transactional charge on yourcard unless we show a card as physically swiped at our machine. We recommendspeaking to your financial institution as we want to ensure no more fraudulenttransactions come through on your account. We want to assure you that we arenot showing any other pending charges on your account at this time.  The charge from the non-returned video game rented withyour previous card was able to be collected from your updated car, as ourautomated billing system still recognized the charge as being owed. Weattempted to collect the charge and recognized the updated billing, hence thedelay. We made note on your account upon previously contacting us, however thisdid not prevent the charge from being collected from your financial institution.We understand you disputed this fraudulent transaction with your bank alreadybefore the new card information was updated, and apologize that the chargestill was allowed through. We have refunded this $73.49 in its entirety at thistime. This refund will reflect upon your account within 5-7 business days.We understand you do not generally use Redbox. If youwish to use Redbox in the future, we do have deals available to get freerentals on us at http://www.redbox.com/deals. We appreciate your considerationand providing us the opportunity to make this situation right.   Sincerely, Corporate Escalations:: Outerwall, Inc.E: [redacted]@outerwall.comCase[redacted]

Dear Ms. [redacted],
 
We have recently received your complaint regarding not receiving a refund from Redbox that was promised during your initial contact with us.  We sincerely apologize for the unsatisfactory experience you feel that Redbox has given you. You stated in your claim that...

you would like the refund processed that was gaurunteed to you.
After further review of the transction and the contact history, we were able to verify that the representive you spoke with noted that we would refund for the additional day the movie was kept out due to the box being out of service. We are sorry for any misunderstanding, in reviewing the notes it looks like we were waiting for you to let us know when the rental was returned successfully in case you had to keep it any longer than the additional day if by chance the box was still not working when you went again to return the movie. This way you would have a refund for all of the additional days at once.
We have processed the refund for the additional days as gaurunteed to you in the amount of $1.64. It should credit back to your account within the next 5-7 business days.
Ms. [redacted] as we have addressed all of your concerns, Redbox now conciders this cased 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 accrued for the additional days of your Redbox rentals. 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 half of the charges refunded to you.
While we understand that the charge of $47.70 is a large amount for two rentals and is more than you can purchase the discs for, the charge is for the 15 additional days the discs remained out of Redbox circulation. When you rented the discs you agreed to the terms of the $1.50 per additional day if the discs were not returned by 9 PM following the original rental date.
We have declined your refund of half of the additional day charges because within the past eight months that you have been a Redbox customer we have already extended courtesy refunds to you totaling the amount of $46.36. The refunds were related to additional day rental charges or rentals we were unable to verify as returned to a Redbox location or rented out to any other customers.
Although, Redbox does not currently have reminder emails set up you are always able to verify the successful return of your rentals by logging into your Redbox.com account. Your account shows your transaction history for the past 30 days and will indicate whether or not any discs you have show as returned in our system. Additionally, Redbox emails rental and return confirmations along with billing receipts.
 
[redacted], as your concerns have been addressed, Redbox considers this case closed.
 
If you have any other questions or concerns, please contact us.