Redbox Automated Retail

Complaint: [redacted] I am rejecting this response because: The points referenced should have been points as there was two movies rent at times the points which means points should have posted to the account This is becoming a common practice of Redbox apparently, advertising one thing but not giving anything near what they advertise and, as stated in their response, there is NO way to know if one is being ripped off or not I'll pay [redacted] and [redacted] to rent movies, at least they are up front with their officers.Sincerely, [redacted]

[redacted] , I am terribly sorry that two of the codes that you purchased did not work We are more than happy to replace those codes as well as add two more for the hassle and embarrassment in which you had to endure If for some reason you would rather have the refund of $we can process that as well Below are the codes: [redacted] To use a promo code at the box, click the “Promo Code” button when you get to the checkout pageYou’ll still be asked to swipe your card to cover any additional nights you hold on to your discYou won’t be billed for your first rental night, but you’ll see an authorization hold that’ll drop off of your account in 5-business daysPlease note that promo codes can only be entered at the box and can’t be used for online reservationsOnly one promo code can be used per transaction Thank you, Redbox Customer Care

Hi ***,Thank you for reaching out in order to let us know how you feel We can understand how if a new release is not available in your area on Tuesday that it would cause frustration especially if it is a movie you really want to see I can assure you that although there may not have been Starwars stocked in every kiosk on Tuesday there were kiosks that had this title available Sometimes it does take Redbox a little longer to stock every kiosk which is why you may have seen this title available in your area a little after Tuesday I definitely apologize that you were unable to rent on Tuesday While we will not be able to provide you free movies for a year we would like to provide you a few promo codes for the inconvenience and disappointment since you are such a good customer of ours! Below you will find the codes that are good for days I have also emailed these to you with full instructions on how to use them [redacted] Thanks, Redbox Customer CareHeather

We emailed [redacted] as they stated a few days ago and have not received a response We have not received our refund of $ Please send us the refund

Dear Mror Mrs [redacted] , We appreciate your response and understand what an upset this is for youAs provided in our previous communication, our local technicians do inventory the boxes weekly for any misplaced discsWhen 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 locationAs 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]

Dear [redacted] ,We have recently received your complaint regarding multiple charges over the span of two monthsWe sincerely apologize for the unsatisfactory experience you feel that has given you.We would be more than happy to look into this for you and help to clarify these chargesPlease provide us with your billing ZIP code and the last digits of the card being chargedAfter we gather that information, we can further assist you.If you have any other questions or concerns, please contact us.Sincerely,LindsayCorporate Escalations:: Outerwall, Inc.E: [email protected] [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and must respond with the last four of the card number [redacted] and my zip code Sincerely, [redacted] ***

Mr***,Thank you for reaching out After looking into the transaction that you are concerned about It looks like you were charged a total of $for rentals taken out on 7/@ 2:55pm and returned on 7/@ 5:05pm The $is a total of rental fees for movies for one night If you were seeing an additional $on your bank this is a pre-authorization in which we need to verify the credit card is in good standing to support a one night rental This falls off within 5-business days Sorry for any confusion this pending charge had and I can ensure that you were not double charged for this rental If you have any further questions or are seeing different charges then what I explained I would be happy to continue to assist.Thank you,Heather

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.The last digitis of my card that was compromised was [redacted] they new card is now [redacted] Sincerely, [redacted]

Hi [redacted] ,I appreciate you making the effort to reach out to us and let us know how your experience with our customer care team was Because you were able to give me such specifics I was able to look up your account and issue you a refund for $per your request You will see this come back onto your account within 5-business days if not less I will also be able to listen to the call(s) that were associated to this incident for any coaching or retraining purposes Please let me know if there is anything further you may have questions on or are concerned about.ThanksRedbox Customer Care

Dear [redacted] ,We have recently received your complaint regarding a possible charge 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 not being charged for additional days that your rentals were kept out.In order to look further into this situation, we'll need to collect further information to locate your accountWe ask that you please email us at [email protected] with the following information:The last digits of the card used to make the rentalsYour billing ZIP codeThe name of the card-holderThe title(s) of the rentals in questionOnce we have this information, we will be able to further assist you.If you have any other questions or concerns, please contact us.Sincerely,Corporate Escalations:: Outerwall, Inc.E: [email protected] [redacted]

Dear Dr [redacted] , We have recently received your complaint regarding the charge on 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 full refund We did go ahead and check the return time and we do show the disc was returned after the maximum rental period which is why you were billedWe don’t see any problems from the location during the timeframe of the returnHowever, since you do have a good rental history with us, a refund of $has been applied to the accountPlease allow 3-business days for the refund to post to the account As your concerns have been addressed, we consider this case closed If you have any other questions or concerns, please contact us Sincerely, Courtney Corporate Escalations:: Outerwall, Inc E: [redacted] @outerwall.com Case [redacted] ,, Call ID [redacted]

Complaint: [redacted] I am rejecting this response because: My bank denies any such allegation of a charge on 10/2/for an alleged rental or any time during the month of October during the year And when confronted with that information I see that you went on in your last response to state that the initial rental that triggered this charge was 11/2/(see last response prior to this one from your business) however there's again no record with the bank reflecting that charge eitherI can provide bank statements going back as far as I need to if necessaryMy last transaction with your company was on 09/7/for $and $then the next transaction we had from your company was 11/04/for $yet when you were contacted reference this we have received a number of different stories regarding what it was for yet no real evidence of anything Id like any type of evidence you can provide regarding an alleged transaction or rental that allegedly triggered this $fee that you state is a late feeAside from your word you have nothing evidentiary to provide aside from your own hearsay which is not only alarming but wrong if this is happening to people daily this is a huge concern I had a recorded conference call between your company and my bank on November 5,and at that time you advised the bank that you would be returning the funds to my account and even provided your merchant Id transaction id and a release codeYet upon checking back with you hours later I was advised that you would not be able to return the funds, with no further explanation On Novemeber 6th,on a recorded call your representative stated that your company was "borrowing" the money for 7-daysCan you please explain that to me as well? At this point it is clear that your company has nothing to substantiate your claim aside from your word, I will take this to the next level of need be however I am trying to make a good faith effort to resolve this issue If if needed I can provide further documentation from my bank (whom has opened a formal investigation) as well as audio recordings with your company to further look into this issueThis issue is far from over, you as a company cannot fraudulently charge people's account without authorizationI'd also like to point out that the last charge on my account was a key enter transaction meaning the card was not swiped physically as you allege and was just entered in physically and I can also provide documentation of that from my bank as well Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: They are just making excuses as to why they can't reimburse my money which the money they took was for a bill that I now can't pay due to this crapI did not have a previous account that had charges on it in fact I know that was a crock of crapThey can do better then this! I can't post my private card and information since it is made public Sincerely, [redacted]

Hi ***,We have reviewed your complaint regarding Redbox.We will review the previous contacts you had with ourCustomer Care to see if any coaching opportunities are available, as we wish tobe providing the best level of care to our valued customers such as youRegardingthe Redbox charge you are disputing, we are showing this issue to be resolvedat this time.A refund of $of your $total charge was appliedon 7/11/A refund can take 5-business days to reflect upon your account,so you should be seeing this shortlyThe charge acquired was valid as the discin question was kept past the maximum rental period before it was returnedWeappreciate your continued support and returning this disc, so we refundedpartially to assist with the unexpected charge.Your account has access to viewing rental historyonline and your account is also set to be receiving email receipts; if you needany help in viewing these, please let our Customer Care knowWe want you tohave records of what we have for your discs, as well as invoices for thecharges on your account so if any concerns arise you can contact us at thattime.We hope this information helps and thank you for yourtime.Sincerely, Corporate Escalations:: Outerwall, Inc.E: [redacted] @outerwall.comCase [redacted] , Call ID [redacted]

Hi [redacted] ,We have reviewed your complaint regarding RedboxWe apologizethat you have not seen the refunds as promised by previous representativesWewill be able to review any contacts for coaching opportunities if available,once we bring up your accountBased on the information provided, we were unfortunatelyunable to bring up an account with refunds appliedPlease provide us anyprevious reference numbers so we can look into this furtherIf you were notprovided any reference numbers, please respond with the last digits of thecard charged, and the billing zip code for further resolution You are welcome to contact our Customer Care via chat,phone, or email with the reference number below for further resolution, aswellSincerely, CorporateEscalations:: Outerwall, Inc.E: [redacted] @outerwall.comCase [redacted] , Call ID [redacted]

Hi ***,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 $ You will see this back onto your card ending in within 5-business daysTake good care, Redbox Customer Care TeamHeather

Thank you for your email First off I'd like to say I'm sorry that you were in the hospital I hope that you are doing much better I have went ahead and processed the refund for the additional days for the movie and game that you had out during this time You should see a refund of come back into your account within 5-business daysTake good care, Redbox Customer Care Team

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] ***

Toby,I'm afraid to say that we were unable to locate your personal disc in the Box. Take care,Redbox Customer Care team