Redbox Automated Retail

Thank you for your response.Whatever I only hear transaction is valid from you without showing proofI have two charges on my account within two months period .As of today I haven't received proof of rental, date and name of the movies either return or decayed.I haven't rent movie after I saw my first charge and month later once again I am being chargedWhen my daughter called representative told her it's two charges for one movie almost 80$ ? Redbox has my bank cards on file and I am demending it's to be removed I do not agree for redbox to charge two or three months latter without any proofI haven't received any proo at all , all I hear is valid In a court of law it's hearsay and exhibit is needed I do not consider this issue being closed as my request and complaint hasn't been solvedI let go those tricks with Redbox prior on many occasions , this time I won't allow this continue Complaint: [redacted] I am rejecting this response because:Sincerely, [redacted] Revdex.com IS SPECIFICALLY ASKING THAT THE BUSINESS SUPPLY THE NAME OF THE MOVIES RENTED AS WELL AS THE DATE OF THE RENTAL

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] ***

Good Morning,I have been able to look up the movie The Great Wall and it is available in many kiosks in your area While it is available now I do know that sometimes when the disc is first placed into the kiosks and show as available to be rented that doesn't always mean that they are in every kiosk at the same time Because we have individuals who need to stock the kiosks there could be a couple days before the title is available in ALL kiosks Thank you for reaching out! Redbox Customer Care

Complaint: [redacted] I am rejecting this response because: red box took two transactions outI would like them both returnedI rented three disc two trancations on card I would like a refund.Sincerely, [redacted]

Dear Ms. [redacted] Thank you for taking the time to provide us additional details about your claim. Per our previous response we have gone outside of our normal process and had the technician in the area look for the disc. Regrettably, we have been able to locate the disc in our box. We understand that the disc has not yet been returned to the library and we know from your additional information that this going to result in an additional cost for you. Unfortunately, as we were unable to locate the disc there is nothing more that we are able to do to assist in this matter. We extend our sincerest apologies for any upset this has caused. If you have any other questions or concerns, please contact us.

Complaint: [redacted] I am rejecting this response because: the tranasactions are beacause I am being charged extra beacause the machine says in the system is getting the movies late which is Sincerely, [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:

Complaint: [redacted] I am rejecting this response because: I don't see how the pictures not being of the games is relevantI was just trying to show an example of how the mistake occurredAlso, I didn't claim that there was a Redbox error but that there was an errorI don't understand why an adjustment can't be madeI wanted to purchase the gamesThe gray button should have been selected, but didn't appear to be an optionEven the Redbox representative was misinformed saying that gray meant that it couldn't be selected, when in fact that was the button that should have been pushedIf representatives can't even give the correct information on how to check out with a purchase, isn't it understandable that a consumer could have had a similar misunderstanding?Sincerely, [redacted]

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 a refund in the amount of $as you did not rent the movie Our system shows that you were billed for a movie rented on 3/19/5:PM from a box located at the [redacted] The disc does not reflect as returned to any Redbox location or rented out to any other Redbox customers With Redbox, in order for a movie to be vended your card must be physically swiped at the boxAs you stated in your claim that this was a movie rental, we recommend contacting your financial institution immediately to dispute the fraudulent use of your cardYour financial institution can work to reimburse you for any fraudulent charges made to your account In regard to the difficulty you experienced when speaking with customer service and not being able to get through to manager/supervisor we will ensure the information is passed along for appropriate review For future rentals we encourage you to enter your email address at the boxWhen you enter your email address at the box for a rental transaction you will receive rental confirmations, return confirmations and billing receipts to the specified email addressIn addition to this, creating a redbox.com account and profile will also allow you to track the rental history of your movies [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]

Dear [redacted] , We have recently received your complaint regarding the charge you received for your rental of WWE2016. 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 for the... charge you received for the game since as it did not register as returned. We have been able to review the call notes from when you contacted customer care on 2/22/2016. As of 2/22/2016 our customer care team has processed a refund in the amount of $73.83 for the game. [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]

Hi ***! We have recently received your complaint regarding Redbox We sincerely apologize for the unsatisfactory experience you had with your request of closing your account with us We show there was an error in processing your previous request; however we have escalated your account to be closed at this time with the utmost urgencyThe latest you should see this completed by would be the 23rd or within business days We respect your request to close your account with us, but we do want to assure you that we value you as a customer and all of your rentals with usIf there is anything we can do to keep you renting with us in the future, please let us know as we appreciate your feedback and wish to help Please reply to this email chain if you have any additional feedback, or questions/concerns Sincerely, Corporate Escalations: E: [redacted] @ [redacted] .com Case [redacted] , Call ID [redacted]

Dear Ms. ***,We have recently received your complaint regarding thepersonal return of a disc. We sincerelyapologize for the unsatisfactory experience you feel that Redbox has given you.You stated in your claim that you requested a $20.00 refund.Since the disc has been most likely removed at... this point, a$20 refund has been applied to the card. You can expect to see this refundwithin 3-7 business days. As your concerns have been addressed, we consider this caseclosed. If you have any other questions or concerns, please contactus.Sincerely,CourtneyCorporate Escalations:: Outerwall, Inc.E: [redacted] @outerwall.com [redacted]

Complaint: [redacted] I am rejecting this response because: As I told the reps in the chat, the account that the movies were originally rented on was closed and I tried to prove another card to them! Also I should get a full credit as this rental was unauthorized by me as demonstrated in the chat that I did not know the date, movies and/or dropoff or pickup locations Is there any way to provide the full credit and the whole rental was not by me!

Dear [redacted] ,We have recently received your complaint regarding being overcharged due to a possible box malfunctionWe 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 $112.94.Unfortunately, it is fully possible that our box had a malfunction and did not track your discs as returnedWe do apologize for this inconvenienceAfter doing some research, we were able to locate your account and see that you have been a longtime loyal renter with usWe want you to know that we absolutely appreciate your businessDue to this, we have gone ahead and issued you a full refund of the entire rentalYou should see a refund in the amount of $posted to your account within 5-business daysWe will also be bringing this to the attention of the agent you spoke with and passing it along for coaching opportunities***, as your concerns have been addressed, Redbox considers this case closedIf you have any other questions or concerns, please contact us.Sincerely,Corporate Escalations:: Outerwall, Inc.E: [redacted] @outerwall.comCase [redacted] , Call ID [redacted]

Dear [redacted] , We have recently received your complaint regarding your recent interaction with Redbox Customer Care as well as the unexpected charge to 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 a refund of We apologize for your recent experience with our Customer Care teamRedbox’s goal is to provide a convenient rental experience with an extraordinary customer service experienceWe are sorry to hear that your recent contact left you feeling anything less than a valued customerWe can assure you that your feedback will be passed along to the appropriate manager for review As Redbox is an automated retailer the billing must go through before a refund will process from our systemWe see that the refund of $was requested when you initially called on 4/2/Our system shows this refund was processed on 4/9/and should reflect in your account soon if it has not alreadyAs of 4/11/we have requested the refund of the additional $and you should see this post to your account within the next 5-business days [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,After reviewing the transactions in which you provided I do see that the games were never returned by whomever swiped a card with your account details and we are trying to collect $per disc However, we have been unsuccessful in collecting any amount of the $that is
outstanding After completing several attempts throughout the following weeks if we are unsuccessful there will be no further attempts to collect this debt from youMy recommendation would just to notify your bank to ensure that these amounts are flagged as part of your fraud complaint This way if for some reason your bank does allow the charges to go through then they will have record that they are part of your claim Thanks,Redbox Customer Care

Complaint: ***
I am rejecting this response because: My bank has made several attempts in reaching Redbox but continues to get hanged up on my customer service
Sincerely,
*** ***

Dear Mr***,
We have recently received your complaint regarding Redbox’s billing practicesWe sincerely apologize for the unsatisfactory experience you feel that Redbox has given you
We can certainly understand how concerning it is to be billed so late for rentals as well as the
upset of the overdraft fees to your accountRedbox attempts to collect any balance owed on rentals when the last movie on the transction is returnedWe will attempt to collect any balance owed for the initial and any additional days rental immediately following all of the discs being returned
After further review of the information we provided we do see that your last transaction was on 11/11/7:PMThe last two rentals on the transaction show as returned on 11/14/9:PMThe billing invoice we have associated with this transaction shows that funds were collected as early as 11/15/Please understand that this can reflect as posted differently on your bank statement depending on your financial institutionThe reason the billing for these rentals was so far from your rental date is because not all of the discs were successfully returned until days after you rentedAs our billing system is automated on very rare occasions there may be a billing delay, but this is not common
Some additional information regarding the billing process is that if we are unable to collect the funds upon the return, our automated billing system will attempt to collect any balance owed weekly until the charges are collected in fullIf an email address is entered at the box during your transaction Redbox will send rental and return confirmations as well as a billing receipt any time we attempt to collect charges from your accountRedbox is unable to collect funds from your account unless your financial institution authorizes and remits the payment to us
Mr***, 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 *** , Call ID ***

Complaint: ***I am rejecting this response because:
I've never complained beforeI'm not making this upIf you have to have this proof when having problems than Redbox should make it mandatory to enter email information or that you must create an accountI've been redbox user for years and this request should be honoredI'm convinced that I'm being scammed and will never use redbox againCable must be the better option after all
Sincerely,*** ***

Hello ***,
We would like to acknowledge your concernsIn reviewing your account we show the charges were disputed through your financial institute therefore we are unable to process a refund
If you have any other questions or concerns, please contact us
Sincerely,
Araceli
E: [email protected]
Case#***