Redbox Automated Retail

Dear Ms***,
We have recently received your complaint regarding the recent charges to your Redbox account, more specifically the one in the amount of $as well as your account not being active and not receiving the refund that you were promisedWe sincerely apologize for the
unsatisfactory experience you feel that Redbox has given youYou stated in your claim you would like the refund that was promised to you in the amount of $
Regrettably, with the information you have provided we were unable to locate the charge you are referring to or the history of your previous call interactionsWe certainly want to take a better look into this for you but need some additional information to assist youAt your convenience please email [email protected] with the following information:
Name as it appears on the card that was billed
Last four digits of the card that was billed
Billing zip code associated with the card
Reference number for your previous phone call if you have one
Ms***, as soon as we have the additional information requested we will be happy to provide any additional information we canWe appreciate your patience and cooperation and look forward to hearing from you
If you have any other questions or concerns, please contact us
Sincerely,
Corporate Escalations:: Outerwall, Inc
E: [email protected]
Case ***, Call ID ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Hi ***,We have reviewed your complaint regarding RedboxWeunderstand some unexpected charges have hit your account and certainlyapologize that this has occurredWe do have the option to view your rental historyonline, as well as the option to receive email receipts as we want you to
haverecords of what we have for your discs, as well as a clear understanding ofwhat we are charging and whyWe did not mean to impose on your vacation, andhope you had an enjoyable time despite the unexpected charge afterwardWe assure you that Redbox does not charge any feesIfany overdraft fees were incurred, please reach out to your financialinstitution for further clarificationWe do have a nightly rate for all nightsacquired, so we do recommend returning by 9PM the following date wheneverpossible so you are only charged for a one night rentalRedbox charges once atransaction is complete for all nights acquiredIf we are unable to assessthis charge once the transaction is complete, Redbox will attempt to collectthe charge once a week until successfulOur intention is only to charge onceper transaction, however if this is not possible we do reserve the right tocollect the amounts owed until successfully collectedThe nightly rate isagreed to upon checking out at our machine, so we apologize again if this wasnot clear.We solely use text messaging for marketing promotionsat this time; however we will share your suggestion with the appropriateparties to see what options we can incorporate in the futureYou may also wishto reach out to your financial institution to see if they have alerts availablefor charges on your accountWe believe your word if you know a disc to have beenreturnedWe are happy to look into charges further and see what accommodationswe can make for our valued customers such as you. You can also see what deals we have availablefor future rentals at this link: http://www.redbox.com/dealzone.As we wish to keep your information safe and secure,please contact our Customer Care with more information regarding the disc youwere charged for so we can look into our systems furtherYou can alsoreference the Call ID below to expedite the process Sincerely, Corporate Escalations:: Outerwall, Inc.E: ***@outerwall.comCase***, Call ID ***

Dear ***,
We have recently received your complaint regarding a charge made to the account for an unreturned 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 full refund
to the account
Unfortunately, we do not show any phone call made on this account reporting the problem with the disc
If you did report the problem with the disc, then the agent should have marked the disc for removal and advised you to return it so our team could further investigate this issue
In the future, if you have a problem with a disc, please contact our Customer Care team then make sure the disc is returned right away to avoid additional chargesAs a one-time courtesy, the refund of $has been applied to your cardYou can expect to see that within 3-business days
***, 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: [email protected]
Case ***, Call ID ***

Dear Mr***,
We have recently received your complaint regarding you recent Redbox interaction and the promo code you received as a gift expiring within daysYou stated in your claim that you requested a desired resolution of a credit to your account to make up for the code
We
were able to review your chat and although the customer service agent was trying to be helpful, regrettably they are not part of the speciality department that handles questions regarding promo codes purchased as giftRegrettably, this led to some misinformation provided during the interaction
Promo codes that are purchased from Redbox as gifts do not have expiration datesThe promo codes issued from customer service do howeverIn reviewing your chat and interaction notes, we do see that the promo code number you provided was 20R2RNVRedbox promo codes not have an “0” or “O” charactersThis is actually the letter “Q”The correct promo code is ***We have verified this code as valid for use but would be unbale to tell if it has been previously applied to your account
We are very sorry for the inconvenience this has causedGoing forward for any questions related to promo codes purchased as gifts or Redbox gift cards we recommend contacting us by phone at 866-733-and selection the menu option for Redbox gifts cards
Mr***, as your concerns have been addressed, Redbox now continues this case closed
If you have any other questions or concerns, please contact us
Sincerely,
Corporate Escalations:: Outerwall, Inc
E: ***@outerwall.com
Case *** , Call ID ***

Hi ***,I have reviewed your account history with us as well as the details of this transaction. I have decided to refund the remainder of the amount of the charge. You will receive a refund of $which will total $if you add that to the original offer of $10. I
appreciate you taking the effort to reach out to us to ensure the resolution met your needs. Please let me know if you have any further questions/concerns.Thank you and hope you have a wonderful week!Redbox Customer CareHeather

Dear ***,
Thank you for taking the time to reply to our responseWe understand the concern you have about not receiving any notification or your rentals or the billing for your rentalsAs stated in our previous response as Redbox is an automated retailer, all transactional information is communicated through emailWe do not show that you entered an email address during the time of your transaction which is why you have not received information regarding your transaction
The charge in the amount of $is associated with the rental of DVDs on 5/7/4:PM from a Redbox located at the Cumberland Farms store on Hartford Avein Granby ConnecticutOur resources indicate that one of the movies was returned on 5/7/7:PM and the other disc has not been received as returned to any Redbox location and has not been rented by any other Redbox customers since
The charge of $is for a movie that was rented on 5/13/8:PM from a Redbox located at a Stop and Shop on Salmon Brook Stin Granby, ConnecticutThis disc does not show as returned to any Redbox location and has not been rented to any other Redbox customers since
We would be happy to provide you with the titles of the discs but first must verify some information from youAt your convenience please provide the following:
Name as it appears on the card that was used for the rentals
Billing Zip Code
Last four digits of the card used to rent
You are welcome to email this directly to the following email address:
[email protected]
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: The business is saying in one sentence that they recognize that malfunctions occur, and in the next they are stating that since they don't show a record of my return it is impossibleThe conflicting statements are very clearly representative of a company unwilling to accept that technology is fallibleI have been a longtime customerand have paid for movies in full that I have, in the past, admittedly forgotten to returnWhen I am at fault I accept the blame and pay fees that are owed by meHowever, when equipment fails from a company, I expect that company to reimburse its customers for that equipment failureOn November 13, a machine malfunctioned exactly the same way as I have described per a prior Revdex.com complaint and the customer was reimbursed in full with an acknowledgement of a common equipment failureIf the business practice is to deny some and award others then Redox will be losing more then myself as a customer
Sincerely,*** ***

Dear Mr***,
We have recently received your complaint regarding the charges you recently received from Redbox and the service experience you had when you contacted by phone. We sincerely apologize for the unsatisfactory experience you feel that Redbox has given youWe can
assure you that the feedback you provided about your service experience will be passed along to the appropriate parties for review
You stated in your claim that you requested a desired resolution of a full refund in the amount of $for the unreturned rentalsWe understand the charges to your account are concerning given the circumstancesAs your card must be physically swiped at a Redbox in order for discs to vend, we recommend that for any charges to your account that are unauthorized you contact your card issuer immediately to cancel and issue you a new cardWe also recommend that you file a formal dispute with your card issuer for the unauthorized chargesRedbox is unable to refund for any charges that may be considered fraudulent on your account as your card issuer has their own internal process of assisting with these types of mattersRedbox is more than willing to assist your card issuer in providing any information they may need in regard to this matter
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]
Case ***, Call ID ***

*** are my last It doesn' the last is ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

***,There is nothing else that Redbox can do in order to help with the fraudulent charges. I can understand how frustrating this whole ordeal has been however reaching out to your bank is the best solution. Thank you, Redbox Customer Care

Dear ***,
We have recently received your complaint regarding Redbox. We sincerely apologize for the unsatisfactory experience you feel that we have given youWe understand that you are seeing monthly charges on your account as well as any other unexpected charges, and that you wish to
have these refunded
We reviewed your account and show some balances owed for a total of five non-returned discs from June The balances owed of $(two discs in one transaction), $27.03, another $27.03, and $were not able to be collected on our endThe payment system periodically attempted to collect the past due balances; however we show the system was not able to collect these amountsThe invoices where these balances were owed are now closed, so unfortunately this particular card will remain deactivated in our system, and you'll need to use a different card to continue renting from RedboxWe understand these amounts were not the ones of your concern, but unfortunately we are not showing any reason for the amounts you provided
As we are not showing the charges of $50, $99, and $as posted on our end we are not able to reimburse these for you at this timeWe will be happy to clear these up for you, as we know unexpected charges are concerning, but we will need more information in order to locate these chargesOnce we locate these charges, we will see what can be done
You have a couple of options in sending the information we need to further investigate this matterAs stated on the Revdex.com website, it is not recommended to send confidential information over the Revdex.com website, as some of the records are public information; however we have seen the Revdex.com website secure private information previouslyIf you could send us a copy of your statement where you are seeing Redbox charged you the amounts in question, we can accept this attachment either through this Revdex.com thread or by emailIf you choose to email this information over, please reference call ID: ***, and send a copy of the charges in question over to [email protected] or [email protected]
We do have the option to receive rental receipts and the option to view your rental history if you rent with us in the future, as we want to ensure our charges and rental details are clear and accurate
Once more information regarding those charges is provided with a bank statement, ***, we hope to provide more clarification your way
Sincerely,
Corporate Escalations:: Outerwall, Inc
E: [email protected]
Case ***, Call ID ***

Complaint: ***
I am rejecting this response because: this information was provided to several representativesAgain it is ***, zip code ***Please remove my cardThis card was declined and no services rendered
Sincerely,
*** ***

Dear ***,
Thank you for taking the time to provide us with additional informationWe apologize for the confusion about how many days Sicario was rentedIn reviewing your call notes, it was indicated that Sicario was returned with your other two rentals on 1/11/
Since you were able to let us know that Sicario was returned after being rented for one day, we have refunded you the additional six days of the rental in the amount of $
With the refund of $and $this leaves a remaining balance of $which is valid for the one day rental of Sicario and the six days rental of your other two discs
If you have any other questions or concerns, please contact us
Sincerely,
Corporate Escalations:: Outerwall, Inc
E: [email protected]
Case ***, Call ID ***

Dear Ms***,
We have recently received your complaint regarding the recent charge to your accountWe 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 full amount of
the charge that was collected
As provided to you in your previous interactions with Redbox we do see that a refund has been requested for you in the amount of $for the full amount of the charge associated with your rentalsAs the full amount of the refund exceeds the $that we have collected this is why the refund has not yet processedWhat we have done is closed the invoice with the remaining balance of the $and have issued you the refund in the amount of the $that has already been collectedYou should see this refund post to your account within the next 5-business days if not sooner
As the invoice was closed with an outstanding balance you will not be able to rent going forward with the credit/debit card your transaction was associated withPlesae understand as we were unable to verify the successful return of any of these rentals and a technician did not locate them during their weekly inventory at the box, this refund was extended to you as Redbox values you as a customerWe will be unable to refund for this same type of matter going forward
Ms***, 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 ***, Call ID ***

Thank you for reaching out. It looks like you were charged for the amount of the games since they were never returned by whomever swiped your card at the box. Because you are stating that this is a fraudulent charge and you have already reported it to your bank your bank can dispute the
charge to Redbox as a chargeback if they wish. We would recommend working with your bank since the charges should've never been approved through your bank due to the fact that you had already reported the card stolen. These charges would go along with your claim and any other charges that were made on your account during the time your card was compromised. Thank you,Redbox Customer Care

Dear Mr***,
We have recently received your complaint regarding the trouble you have experienced when trying to return your Redbox rentals as well as the trouble getting through to customer service while at the kioskWe sincerely apologize for the unsatisfactory experience you feel
that Redbox has given youYou stated in your claim that you would like to only be charged for the day you had the discs and could not return because of the box errorAdditionally, you requested a prepaid mailing envelope in order to return the rentals
We are happy to provide assistance in getting your rentals returnedRegrettably, we are unable to provide you with an envelope with pre-paid postage to mail the rentals back as you requestedPlease understand as Redbox is an automated retailer all of the rental and return information is tracked through the boxAs with the information provided previously we recommend again trying to return to the box and if there is any trouble contacting our Customer Care Department for assistance in returningWe understand you have had trouble getting through the line previously and apologize as we have been experiencing higher call volume due to the holidays
In regard to the charge to your account, there is no way to prevent the charges for the additional days that the rentals remained unreturnedWe understand the error you have experienced when returning your rentals is not your fault and we are happy to provide you a refund for any additional days that are charged for the rentals once they have been returnedPlease understand that if the discs are not received as returned within the maximum return period of days you will be charged $per each disc plus applicable tax
Mr***, once again we are sorry for all of the trouble you have gone through but we are unable to assist as you requestedWe will need you to seek further assistance from our customer care team while at the box if you are still unable to returnAs 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 *** , Call ID ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Dear Mr***,
We have recently received your complaint regarding wanting to cancel or delete your Redbox account. We sincerely apologize for the unsatisfactory experience you feel that Redbox has given you
After reviewing your information, we do not see that your email
address has a Redbox.com account associated with it or that your email address has any rentals associated with itIt is possible that you have only signed up for Redbox promotional emailsWe have sent your information up to the appropriate team to be removed, please allow 1-business days for this to take placeAdditionally, you can use the unsubscribe link at the bottom of any email that you receive from Redbox to remove your email address from our mailing list
The Redbox.com contact us page, under the FAQs does have a tab that says contact usWhen you click on this both the phone number and option to chat with customer care is provided during our standard business hours which are AM- PM PSTWe apologize that this information or how to find it was not very clear
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 ***