Redbox Automated Retail

Dear [redacted] , We have recently received your complaint regarding Redbox 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 your accounts being removed from our system as well as reimbursement for erroneous charges We have reviewed your transaction history and show that the charges in question are valid for discs that have not been verified as returned to any Redbox locationWe have also been able to verify that you were the last renter for each of the discs that you were charged Each Redbox disc has an digit barcode that is scanned upon rental and return of the disc in order to track itAdditionally, Redbox technicians inventory each box weeklyIf the discs were found misplaced or returned backwards inside of the box, the discs would show as returned promptly In your claim you stated that you never receive rental receipts or reminders for the chargesRedbox does send out rental confirmations, return confirmations and billing receipts when we withdraw funds from your accountAs Redbox is an automated retailer, in order to receive any of these notifications you must enter your email address at the box and you have the option to create a Redbox.com account in order to track your rental and return datesWe do see that this information was provided to you in March, but regrettably we do not see that for any of your transactions an email address was entered and you do not have an active Redbox.com account With the resources we have available, as we were unable to locate your rentals within any Redbox location, we will be unable to fund youThe charges to your account are valid for the maximum rental period of the discs that Redbox does not have in its possessionAs you do not have a registered account with Redbox, there is no account information to delete from our systemPlease keep in mind that Redbox reserves the right to collect any other unpaid balances that may be associated with your rental transactions For any charges that you believe to be invalid or billed erroneously you are welcome to dispute these with your financial institution [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]

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 meSincerely, [redacted]

Hi ***, We have reviewed your complaint regarding RedboxWeapologize for any confusion regarding our reservation policiesYour rentalperiod begins upon selecting check-out online for your reservation, as thetitle is held for you at that point keeping other customers from rentingWerecommend picking up your title as close to when you reserve as possible tomaximize your rental period, as your title is still due back by 9PM thefollowing dayWe hope this is understandable now, though we apologize for theconfusionIt does appear we provided you promo codes, as well as rentalCredits to make up for the troubles you experienced with your reservationPleaseenjoy these credits and promo codes on future rentals if you haven’t already.You have days to enjoy your rental Credits, and days to enjoy your promocodes.As we want you to receive the best of Redbox, be sureto check our deals out at http://www.redbox.com/dealzone We will share your feedback that the reservationprocess was not clear, as we want to ensure our valued customers such asyourself are well-informedWe thank you for your time and continued support.Sincerely, Corporate Escalations:: Outerwall, Inc.E: [redacted] @outerwall.comCase [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

Dear [redacted] , We have recently received your complaint regarding being charged for a fraud disc 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 $ We have been able to locate the transaction in questionWe see the rental was actually made in mid-January as opposed to the timeline you stated of contacting customer service on 12/23/While we are able to see the transaction you made, we do not show that any contact to customer service was made as there are no notes for the transaction nor has a ticket been openedIf you were given a transaction number, we’d be happy to locate the call Until then, we will not be providing any refunds for this transaction ***, 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]

Dear [redacted] *, We have recently received your complaint regarding RedboxWe 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 cancelledOur system is always trying to collect payment for past rentalsIn this instance your new card is considered by the system a continuation of your old cardThe 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 chargesYour financial institution has an internal process for handling disputesAs 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 [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***, We have recently received your complaint regarding the service experience you received during your recent interaction with RedboxWe sincerely apologize for the unsatisfactory experience you feel that Redbox given you We understand your concern about the way you were treated during your interaction and are disheartened to hear that your customer service experience was less than extraordinaryWe can assure you that the feedback you have provided will be passed along to the appropriate team for review Regrettably, Redbox does not send out email reminders when a disc has not been returnedWe understand that mistakes happen and things get forgotten when no notification is providedWe value your business and would certainly like to help out At your convenience please return the disc to your nearest Redbox location and as a courtesy to you we will be happy to reimburse the additional day charges in fullAt this point as you have been billed for the maximum rental period of the disc, if you decide you would like to keep it that is another option as well If you choose to return the disc, once it is returned please contact us via the email address provided below and we will ensure the refund is processedWe sincerely apologize for any trouble this circumstance has caused you and look forward to servicing you in the future 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 receiving un wanted Redbox emailsWe 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-business days for this to be completedAdditionally, 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:As I already indicated to them THREE times and through the Revdex.com complaint promise, the amount on my screen showed a $balance on the transaction and had a witness who can attest to the sameRedbox can make all the claims they want but it does not change the fact that my screen showed $This is what the law calls a price gouge and it is ILLEGALSincerely, [redacted] ***

Could you please send me the last digits of the credit card that was charged? I see via your email you have used a couple of different cards so I would like to make sure I'm looking at the correct transaction Also, send along the billing zip code This way I can explain the chargesThanks,Redbox Customer Care

Complaint: [redacted] I am rejecting this response because:As I already stated, my screen showed $balance dueAnd I can only go what my screen showedMy card rejected because the bank sent a new cardI entered the new card information and verified the code was still appliedIt was and the total said $on my endNow 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 chargesI have no reason to lie and I am stating the fact of what my screen showedAs with gas stations, the price on the pump is what the consumer owesSo since the price only screen was verified as $with witness accounts, Redbox is in the wrongSincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: I no longer have these CDs in my possession as they are currently inside the redbox kiosk in Rutland VT, at Price Chopper, where they were returned to on September 9th at 10:01amI received the confirmation message on the screen of the redbox kioskYour kiosk is broken and it needs to be looked at ASAP so you don't take anyone else's hard earned money, by "mistake" thank you for your timeAnd you can close this caseThis is a publically known issue on FacebookMultiple people have had this happen to them where they return the cds and a couple days later, being charged for them AGAIN! Sincerely, [redacted]

Mr***,I have been able to look up your account and it seems that we have been attempting to collect for the movie rented on the 7th of April and not returned until after the maximum rental period, however, we have been unsuccessful at this time If you are disputing a different movie please let me know If we are able to collect for the movie then I would be happy to work with you on a courtesy refund for you If you are seeing that on your bank account that the charge has indeed went through please provide me with your bank name and the transaction number so that I can see if there is a miscommunication with our billing and your bank Thank you, Redbox customer careHeather

Dear Mr [redacted] , We have recently received your complaint regarding the $that you were recently charge for your video game rental We sincerely apologize for the unsatisfactory experience you feel that Redbox has given youYou stated in your claim that the rental was returned two days after it was rented and you would like a refund for the charge After further review of the transaction history regrettably our resources do not show evidence of the successful return of the rentalWhen the rental is placed into the box successfully it is checked in by the unique digit barcode located on the disc for the date and time it enters the boxAdditionally our field technicians inventory the kiosks weekly and will promptly return any disc that is found misplacedIt looks like your email address was enter at the box during the rentalUpon successful return of the rental you should have received a return confirmation as well as a billing receipt for the charge Although we do not show any evidence of the return of the disc, as a courtesy we have provided a refunded of $Unfortunately, with no verification of the return of the rental we will not be able to provide any further compensation Mr [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]

Revdex.com:The disc wasn't fact returned on the 2nd of AprilThank 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] ***

Dear [redacted] We have recently received your complaint regarding the additional charge made to your card 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.You were charged because the card was swiped at the kiosk and discs were dispensedThese discs were successfully dispensed and were later returned together at one of our kiosks If you were not the one to swipe your card and rent these discs, then this would be considered a fraudulent chargeSomeone would have had access to your card and would have it to have it physically present in order to rent with usIf you state that you weren’t the one to swipe the card, then you would need to follow the fraud steps as they pertain to the card issuerThis would mean you need to call the number on the back of your credit/debit card and open a fraud case with the issuerSince we do show that these discs were dispensed, kept for additional nights then later returned, we consider these charges validWe cannot issue any compensationAs your concerns have been addressed, we consider this case closedIf you have any other questions or concerns, please contact us.Sincerely,CourtneyCorporate Escalations:: Outerwall, Inc.E: [email protected] [redacted] , Call ID [redacted]

Dear Mr***, We have recently received your complaint regarding the charge that was recently deducted from your accountWe sincerely apologize for the unsatisfactory experience you feel that Redbox has given youYou stated in your claim that you requested a desired resolution of the $that was collected We understand the the delay in the charge is collection is concerningWhen you swipe your card at a box location and complete your transaction, you authorize Redbox to collect any balance owed on your rental In reviewing your account we do show that you reported your rental as unplayable on 7/15/and were issued a credit to your account as compensation for the intial day of your rentalWe show that the disc was then returned on 7/resulting in additional day charges for the rental as all rentals are due by PM the day following the intial rental date Redbox’s billing system will attempt to collect any balance owed for your rentals on the date the disc is returnedIf we are unable to collect the balance Redbox will continue to attempt to collec the balance periodically until it is collected in fullIn this instance appears that we were able to collect the balance on our collection attempt on 8/Currently the balance owed for the transaction is $ As the rental was called in as unplayable we are happy to provide a full refund of the $which is the total chargeRegrettably, this refund or the refund of the $you requested in your claim cannot process until the balance is collected in full We sincerely apologize for the service you were provided when you contacted inWe appreciate you providing the detailed feedback and will make sure it is provided to the appropriate team for review Mr***, 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] [redacted]

Complaint: [redacted] I am rejecting this response because: Redbox can open their own investigationThe rental was dispensed in NJ and I reside in MD and clearly there is a billing mistakeMy bank did remove the fees in November, however it is now Redbox's turn to remove the additional late fees from my Redbox accountSincerely, [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 outRedbox Customer Care

Dear ***, We have recently received your complaint regarding your account being double charged 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 your charges and the credit used returned to you After reviewing your account, we have not found that you were double charged for your rentalsWhen you swipe your card at the box or complete a reservation your financial institution will authorize your account for the first day rentalThe preauthorizations or “pending” charges will be credited back or drop off of your account within 5-business days of the date the transaction was authorizedRedbox does not process any billing until your transaction is completed by the rental being returned or a reservation expiring Our records indicate that you have been billed for the following rentals: DVD rented on 5/27/16, returned on 5/28/ On 5/there as a declined rental attempt, on 5/there were incomplete rental attempts as the box did not have the disc to vend and on 5/there was a rental completed using a credit and the disc was returned on 5/You have not been charged for any of these transactions, however as mentioned previously your financial institution may have placed an authorization for each of these transaction attemptsFor more information about authorizations please contact for your financial institution In your complaint you mentioned that when you attempted your rental transaction which the box did not have the disc, a rental credit was wastedWe do not show that a credit was applied to your account successfully during this transaction attempt as the disc did not vend since none were in stockCurrently, you still have rental credits on your account available for useYou have customer service credits and Play Pass Credit As our resources show that you have only been charged in the amount of $for the rental of the disc on 5/27/and a credit was not applied for the incomplete transaction attempts on 5/29/for the movie that was not in stock, we will not be providing a refund of the $requestedWe are unable to refund for charges that we have not collectedIn addition, as your credit was successfully used on 5/for a rental, we will not be replacing it ***, 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]