Redbox Automated Retail

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 meThanks for your quick response I truly appreciate your efforts Sincerely, [redacted]

Dear Mr***, We have recently received your complaint regarding the charge to your account in the amount of $for the rental of two Blu-Ray discs 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 $as the rentals were returned to the box days later We have reviewed your rental transaction information and our records indicate that the unique digit barcode for each disc was scanned into the box on 10/11/9:AMWe understand that you indicated there were some issues in returning the rentals however, if the barcode is not scanned at the time of the return it is impossible for the box to readjust the dateA technician does inventory the box weekly and if the rentals were found misplaced and would have checked them in and we would have a note indicated that the disc was checked back in by the field technicianOur records indicate that the discs went back into the box on 10/11/successfully and were not checked back in by a field technicianIn addition to this we have reviewed the rental history for the barcodes on both discsOne of the rentals does not show rented again until days after the specified return date of 10/11/ When you enter you email address at the box during your transaction Redbox does send rental confirmations, return confirmations as well as billing receiptsAlso, if you have a registered Redbox.com account you can review your rental and return history for each transaction as well as view your billing invoices for daysRegrettably, we do not see that any of this information was provided As all of our resources indicate that the rentals were not returned until 10/11/9:AM the charge is considered valid for the additional days that the disc remained out of our possessionAs we do not show anything indicating any errors during the return and the barcodes appear to be scanned in successfully we will not be providing a refund for the additional days 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]

thank you for reaching out in regards to your experience and issue I'm sorry you did not receive the type of service you were expecting or even that we would've hoped you had with our team I'll make sure to follow up with coaching for the appropriate individuals I have also refunded your credit card for the disc you were unable to retrieve Thanks,Redbox Customer Care

Dear ***,We have recently received your complaint regarding a promo code 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 $1.64.We do show that you made a rental attempt and the card was declined A second attempt was made and was successful; however it did not have a code applied to itAt checkout, we do verify the charge amount and whether a code is usedTherefore since this was accepted and the rental was made, no refund can be given as compenstation.As 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 [redacted] , We have recently received your complaint regarding the charge for the photo copy of the game you rentedWe 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 $you were charged For any disc that is not registered as returned, Redbox does charge a maximum day rental feeWe understand that you did not receive the disc but a paper copy, but since the paper copy had a barcode it was still being tracked in our system which is why you accrued the charge We are happy to refund you for the total cost of the maximum day rental period as we understand that you did not receive the actual gameThe refund should show posted to your account within the next 5-business days Please keep in mind for anything with a barcode vended from the machine that charges will continue to accrue if the disc is not returnedWe request that you return the disc immediately in the event that it is not the copy you were expecting We appreciate the feedback you provided about your experience with our Customer Care Department and can assure you it has been passed along to the appropriate party for review= 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]

In order to help I will need to know the last 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 rightThanks,Redbox Customer Service

Dear Ms [redacted] , We have recently received your complaint regarding the recent charge from Redbox and the service experience you had when you contacted our Customer Care Department for assistanceWe sincerely apologize for the unsatisfactory experience you feel that Redbox has given you After reviewing the information you provided it looks like you did contact our Customer Care Department a second time and they were able to locate the charge the charge of $to your accountThe charge is a partial payment associated with a rental made on 7/9/at 11:PM and returned on 7/11/1:AM Redbox will try to collect charges shortly after the discs are returnedRegrettablty, it appears that we were unable to collect the full balance that was owed for this transactionWe were only able to collect the amount of $from your card issuer/financial institutionGoing forward the automated billing system will continue to collect the remaining $owed for this transaction weekly Redbox does send out a billing receipt via email any time payments are collected from your accountAt this time we do not see that you have a Redbox.com profile or that an email address was entered at the box when you completed your rental transactionWe recommend that you include this during your transactions to ensure you are aware of any time Redbox completes any type of billingYou will also be able to track your rental and return information In regard to the service experience you received, we can assure you that the feedback you provided will be passed along to the appropriate party here for review 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]

Good Morning,I have sent the request up for your email address and account with Redbox to be closed I can send you confirmation through our Corporate escalations box once completed We do not offer email as a source for customer service any longer but do have chat or phone avenues to reach customer care Thank you, Redbox Customer Care

Hi [redacted] ,We have reviewed your complaint regarding Redbox.We do have many security measures in place to keep yourcard information safe, and wish to assist with your debit cardWe request thatyou contact our Customer Service again with the reference number below, so wecan gather the last digits of your card securely, as well as the addressinformation for where this incident occured so we can research furtherCustomerCare can be contacted via chat, email, or phoneSincerely, Corporate Escalations:: Outerwall, Inc.E: [redacted] @outerwall.comCase: [redacted] , Call ID: [redacted]

Complaint: [redacted] I am rejecting this response because: I returned these dvdsI understand that you say that you don't have proof that I returned them, but a lot of things can happenWho is to say that your service tech didn't steal them out of the machine Who is to say that your machine didn't malfunction and spit back out the DVDsYou have no proof that I didn't return these DVDsI will have proof when I get the security footage from stop and shopI don't mind hiring a lawyer b cause I know I am correct and you will be the one paying for itYou have no proof and no right to take money out of my account without my permissionSincerely, [redacted]

Dear ***, 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 a refund of the $you were charged for your rentals After further review of the transaction, we do show that the discs you rented were successfully returnedThe reason you were charged $for this transaction is because the discs were kept out longer than our day maximum rental periodOnce rentals remain out of Redbox circulation for days or longer, we will stop keeping a running total of your additional days and bill for the days that you kept the discsAt that point the discs are yours to keep if you choose As the discs have been returned to Redbox we have issued you a refund of $per disc to assist with the additional day charges you accruedThe full refund of $should post to your account within the next 5-business days When you rent with Redbox, if you enter your email address at the box or create an online profile and opt to receive receipts, our system does send email notification when you rent a disc, when you return a disc and when we attempt to bill your accountHaving a redbox.com account will allow you to review days worth of transactions and you can view to see if your discs show as returned We apologize for any confusion there may have been about the charge, 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]

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]

Hi [redacted] ,We have reviewed your complaint regarding RedboxWeunderstand it is not comforting that we show your card was used at our machineswhen you believed it to be in your possessionWe know you are being honest andcertainly had not meant to apply anything otherwiseWe will review theprevious contact for any coaching opportunities and apologize if anymisinformation was providedWe recommend speaking to your bank about possiblepossibilities when your card information has been compromised, as we do showthis was swipedWe 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 machineWe recommendspeaking to your financial institution as we want to ensure no more fraudulenttransactions come through on your accountWe 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 owedWeattempted to collect the charge and recognized the updated billing, hence thedelayWe 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 throughWe have refunded this $in its entirety at thistimeThis refund will reflect upon your account within 5-business days.We understand you do not generally use RedboxIf youwish to use Redbox in the future, we do have deals available to get freerentals on us at http://www.redbox.com/dealsWe appreciate your considerationand providing us the opportunity to make this situation right Sincerely, Corporate Escalations:: Outerwall, Inc.E: [redacted] @outerwall.comCase [redacted]

Dear Ms***, We have recently received your complaint regarding the unauthorized charge to your account We sincerely apologize for the unsatisfactory experience you feel that Redbox has given youYou stated in your claim that you would like a refund of the $that was charged to your account In order to complete a transaction with Redbox your card must be physically swiped at the boxThere is no other way for the discs to vendRedbox in no way was trying to brush your claim off by referring you to your financial institutionWe refer you to your financial institution to report any fraud to your card immediately to prevent any other transactions occurring to your cardAs you stated the charges to your account were unauthorized, once again we recommend working for your financial institution on reimbursement of the funds as they have their own internal process for assisting with fraudulent transactions We are happy to provide you with any details you may need about the rental in order to provide to your financial insitituionIn addition to the billing for this on 12/2/we do show that partial charges were collected on 11/13/as well as 11/15/ Ms***, as stated we are happy to provide you with any information about the transction you need to present to your financial insitutionYou 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]

Dear [redacted] , We have recently received your complaint regarding not receiving the refund that was promised to youWe 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 $ After reviewing the information you provided I do see that of your rentals registered as not returned to any Redbox location and have not been rented again by any other customersWe apologize for any miscommunication during your first contact with Redbox but as the billing system is automated the balance of your transaction has to be collected in full before a refund will process We can close the current invoice to prevent further collection attempts of the $that is owed and refund you the $that has already collectedPlease understand that if we close the invoice you will no longer be able to rent from Redbox with the credit/debit card associated with these rentals [redacted] , please let us know at your earliest convenience if you would like us to close this invoice and refund the $that we have currently collected Sincerely, Corporate Escalations:: Outerwall, Inc E: [email protected] Case [redacted] , Call ID [redacted]

Hi ***,I have reviewed your request and refunded for the additional days you were charged after you returned your disc Since you stated that you returned after days I calculated a refund for the additional money charged which was $ You will see this back onto your card within 5-business daysThank you Redbox Customer Care

Dear ***, We have recently received your complaint regarding the overdraft charge on your accountWe sincerely apologize for the less than positive experience you had with RedboxYou stated in your claim that you requested a desired resolution of a refund of your $overdraft charges on top of the $ We certainly apologize that your refund wasn’t processed sooner; however the refund of $was processed successfully on 3/As refunds do have to be processed from us to your bank, we do provide a quote of 5-business days for a refund to reflect upon your accountIf the $charge caused the overdraft fee, the financial institution may reconsider the overdraft fee considering the refund is on the wayThe approval code for the transaction is 117903, if that helpsWe do recommend reaching out to your financial institution regarding the overdraft fee, as Redbox does not charge overdraft fees at this time ***, 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]

Complaint: [redacted] I am rejecting this response because: Your used movies don't cost what you billed me I find this to be utterly ridiculous! Thank you for the pat gesture, but you clearly do not value my business as much as you value the money you erroneously purloined from my account I will continue to rebut this matter because this is unacceptable!Sincerely, [redacted]

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 youYou stated in your claim that you requested a desired resolution of a refund of $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 rentalThe authorization is a hold of the funds while your financial institution awaits the final billing from the merchantThese usually reflect on your statement as pending charges and should be credited back within 5-business days After reviewing your transaction history we are not showing that you have any open invoices at this timeAny authorization holds should have been deposited back to your account by your financial institutionRegrettably, Redbox has no control of the the release of authorizations by your financial insitutitutionIf 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 possibleWe would need more information to assistWhat wwe would need is the exact date the charges posted and the exact amountIf 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 replyYou 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]

Thank you for reaching out to usWe were able to find an account with your state and last nameWe are showing three movies being rented on November 22nd however we do not see them being returned There for the each movie will be $for the 1st night and $for not being returned You can reach out to customer service at 1-866-Redboxfor a more detailed explanationAs we would need to verify the last four digits of the card being charged and the billing zip codeWe ask you to please reference call id # [redacted] should you decide to call inThank you for your inquiry