Redbox Automated Retail

I have already filed a complaint see complaint # [redacted] I was told by the business my card would not be charged anything other than the initial rental chargeHowever I did just receive an email stating that I was charged another $So the response from this business was a lie and this issue is not resolved I want the $to be refunded as it should have never been charged according to the person with Redbox who reviewed my first claim

Dear Mr***, As requested in your complaint we did attempt to contact you by phone on at approximately 3:PM PSTIt is with regret that we were informed the line disconnected shortly after our introductionWe are happy to continue to provide any assistance you needIf a specific date and time to call you works best please let us know and we will make our best efforts to accommodate Mr***, as Redbox has attempted to contact you via phone and we have asked you provide additional information if you still need assistanceUntil we hear back from you regarding when we can call or what additional assistance we can offer, we no 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 [redacted] We have recently received your complaint regarding the charge of $for your rentals on 7/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 full refund of the $you were charged In reviewing your claim you state that the movies we returned days after the intial rental date on 7/Each Redbox disc is tracked by the unique digit barcode that is on the center of the discIf the disc is returned backwards by mistake or found misplaced in the box by a field technician your account is noted with this informationAccording to our records we show that the discs were checked into the Redbox located outside of [redacted] pharmacy located on [redacted] on 7/25/at 7:PM The billing for the rentals in the amount of $is for the initial day rental of both movies and $for additional days for both rentals plus any applicable rental charges Redbox values you as a loyal Redbox customer and are happy to meet your desired resolutionWe have processed a refund for the full amount if $You should see this refund post to your account within the next 5-business days In the future remember to keep an eye out for your return confirmationThese will be delivered to the email address you provided in your claim as it is the same email address that is associated with your accountAdditionally, any time Redbox bills your account a email receipt is sentIf you do not receive these emails to your inbox please check your spam or promotional folderIf for any reason you do not receive confirmation of your return, please let our Customer Care Department know as soon as you can so that they can assist promptly [redacted] as your concerns have been addressed, Redbox considers this case closed If you have any other questions or concerns, please contact us

Dear Mr [redacted] , Your mother emailed directly to the corresponding email address for additional resolution in this matterWe were waiting on confirmation of your new card number being used at the box before we could refund the amount owedAs we have received the new card number, we have been able to successfully issue the refundYou should see the credit applied to your account within the next 5-business daysBelow is a copy of the correspondence that was sent just before we received your reply: Dear Ms***, Thank you for contacting back on behalf of your sonWe are certainly happy to provide refund that we agreed upon in our original Revdex.com correspondenceWe were waiting for information about the new card number and ensuring that it was used for a transaction attempt at the boxDuring the correspondence we provided a promo code for your son to rent a movie for free and return immediately so we could refund promptlyNow that we have the new card number we have been able to refund the new card successfully and it should show credited to the account within the next 5-business days We apologize for any mor misunderstandingThe refund was processed on Call ID [redacted] If there is anything more we can answer for you please reply to this email Thank you, Corporate Escalations:: Outerwall, Inc E: [email protected] [redacted]

Dear Mr [redacted] , We have reviewed the responses to your complaint regarding the charge of $for the fraudulent disc you received We apologize that you weren’t provided a reference number for the situation; you are entitled to reference any time you interact with Redbox Customer CareRegrettably in this instance we are unable to locate the interaction with a customer care agent promising the refund and promo code After reviewing your full Redbox rental history we see that you have previously been reimbursed and provided promo codes for non-returned as well as fraudulent discsYour rental history also shows an unpaid balance of $for three unreturned discsWe have not been able to collect this balance and are unable to attempt collection for the future as the invoice has been closedDue to the previous reimbursement and the outstanding balance associated with your rental history at this time we will not be providing any further compensation In the future if any rental issues occur please contact our Customer Care department immediately and you are always welcome to ask for email confirmations as well as a reference number for your interaction Mr [redacted] , as we are unable to adjust the charges to your account, Redbox considers this case closedYou are welcome to dispute the charge with your financial institution If you have any other questions or concerns, please contact us Sincerely, Corporate Escalations:: Outerwall, Inc E: [email protected] Case ID [redacted] , Call ID [redacted]

Mr***,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 transactionThank you, Redbox Customer CareHeather

Dear ***, We have recently received your complaint regarding RedboxWe 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 the $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 youThere were three discs rented out to your card at a Meijer store located on [redacted] Avein [redacted] Michigan on 4/4/2:PMIn 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 boxThe financial institution will generally authorize the transaction or hold the funds for the initial day but these are not collected onThe authorization or hold on the funds usually only last 5-business days and the funds are released back to the accountThis 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 You also stated that you have already disputed the charge as fraudulent with your card issuer as well as cancelled your cardAs the charge has been formally disputed as fraudulent with your card issuer, regrettably we are unable to provide a refundYour 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 chargeRedbox 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 toI apologize for the misinformation that was provided to you that we have not received the disputeBilling disputes from your financial institution are handled by another department here with RedboxWe 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 ***, 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]

Complaint: [redacted] I am rejecting this response because: When I contacted my credit card company and asked why the charge was deemed valid, I was told that Redbox denied that they said I could return the movieIt is also a lie that the charge was for days I rented the movie before I returned the empty caseI returned the empty case within the hr rental time.Sincerely, [redacted]

Hi [redacted] , We appreciate your response and can understand your concernRedbox 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 collectionAlthough 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 unpaid balances in the total amount of $The unpaid balances are associated with the following rentals: [redacted] , please understand that we have provided you all of the information we have availableAs we have addressed all of your concerns in regard to this matter to the fullest of our ability Redbox now considers this case closed

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 receivedWe 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/when you originally notified us of the issueAt this time we did provide you the information that the disc would be marked for removal from our systemInformation 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 removalWe 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 locationAs the system is automated it tracks rentals by the barcodeThis is why the paper copy was able to vend to youWhen the system never registered the barcode as placed back into a Redbox kiosk you were billed for the non-return of the discRegrettably, 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 refundOnce 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 authorizationFor the second transaction attempt our system show that the card was not active with Redbox which could be for various reasonsRegrettably, without contact our specialty teams we do not have the reason handRedbox did not process charges for these rental attemptsThe “pending” charges to your account were authorized by your financial institutionWhen a transaction attempt is made either by reservation or sliding your card at the box your financial institution will authorize the first day rental chargeThey usually release the funds within 5-business daysIf these funds have not yet been released to your account you will need to contact your financial institutionRedbox 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 periodIf 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 closedWe will make this request on your behalfYour account will be closed within the next 24-hoursPlease 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]

Good morning ***,I have looked into your account and the transaction that you had this charge onIt 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 refundThank you, Redbox Customer Care Team [redacted]

Dear Mr [redacted] , We have recently received your complaint regarding not receiving a refund for the game that you received as unplayableWe sincerely apologize for the unsatisfactory experience you feel that Redbox has given youYou stated in your claim that you would like the $you paid to rent the game refunded to you After further review of your interaction history, we do see that you called to report the disc as not playing correctlyOur records indicate that a promo code to rent the game or another game again for free was provided to you as you statedWe apologize if information was not provided to you that the promo code would be in lieu of a refund as compensation We have gone ahead and refunded the $you were charged to rent the gameYou should see the refund post to your account within the next 5-business daysAs we do offer credits or promo codes as a form of compensation, we request going forward you let us know immediately which type of compensation is preferred for youPlease understand, under circumstances we will not provide bot a refund as well as a promo code or credit as compensation 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]

Ms***,I have read your complaint and looked up your account After reviewing all the information I have decided to refund you for $ You should see this come back onto your card ending in within 5-business days I appreciate the level of effort you have went through in order to let us know you are still unsatisfied with the resolution of your problem Thank you, Redbox Customer ServiceHeather

Dear [redacted] We have recently received your complaint regarding the charge you accrued for the additional days of your Redbox rentalsWe sincerely apologize for the unsatisfactory experience you feel that Redbox has given youYou 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 $is a large amount for two rentals and is more than you can purchase the discs for, the charge is for the additional days the discs remained out of Redbox circulationWhen you rented the discs you agreed to the terms of the $per additional day if the discs were not returned by 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 $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 accountYour account shows your transaction history for the past days and will indicate whether or not any discs you have show as returned in our systemAdditionally, 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

Good morning,I have received your complaint and processed the refund for Looks like there was already a partial refund processed for prior to this complaint The additional amount will make the total refund which is what you were requesting Please allow 5- business days for it to reflect on your banking statement.Thank you for reaching out.Redbox Customer Care

Hi [redacted] ,I have refunded you for $which was the total amount in which you were charged for the dvd While normally a dvd being stuck is not something we refund the full purchase price for we appreciate your business and wanted to make it right for you We will not be requesting that you mail the dvd back to us however if you are around a kiosk you can return it there at your convenienceThank you, Redbox Customer Care

Revdex.com: Thank you for getting back with meLast of the card is [redacted] and zip code is *** Sincerely, [redacted] ***

Hi ***,We have reviewed your complaint regarding RedboxWeare certainly sorry to hear you had difficulty enjoying the movie you rentedWerequest that you contact Customer Care anytime this occurs so we can bestassist you and to avoid applicable chargesIf you have not already, pleasereach out to Customer Care with the title of the unplayable disc, as well asthe email address on your account so we can better assist you in adjustingthese chargesWe request that you provide this information via Customer Careto keep your information safe and secure.We strive to keep our machines functioning as frequentlyas possible, however we understand machine issues can occurWe are more than happyto locate a functioning machine nearby if you ever encounter a non-functioningmachinePlease feel free to reference the Call ID below, as wehave started notes regarding your concerns to assist you more efficientlyWeappreciate your time and following up with Customer Care, so we can bestresolve this concernSincerely, Corporate Escalations:: Outerwall, Inc.E: [redacted] @outerwall.comCase [redacted] , Call ID [redacted]

Dear Mr [redacted] , We have recently received your complaint regarding RedboxWe sincerely apologize for the unsatisfactory experience you feel that Redbox has given youYou 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 chargeRedbox does not have a way to transfer an owed balance to a new debit/credit cardWe 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 collectAs 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 timeRedbox 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]

Dear [redacted] , We have recently received your complaint regarding a charge from 1/3/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 in the amount of $ Your charge of $is from rentals made on 1/3/We tried to collect on this amount when the discs were returned but was unable to do soAs 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 expireRegardless 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]