Redbox Automated Retail

Dear ***,We apologize if you feel the billing information is unclearThe charges are the same each dayThey are $1.50+ tax for a DVD or $2.00+ tax for a Blu-ray per dayThese are both noted in our Rental terms that can be found at http://www.redbox.com/rentaltermsWe also show that the refund of $was posted to the account on 10/26/as a courtesy refund to you.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] ***, Call ID ***

Complaint: ***I am rejecting this response because:Sincerely,*** ***

Dear Ms***,
We appreciate your response and understand your decision in regard to closing your Redbox accountWhile we understand the concern you have in regard to the game as stated in our previous reply, in this circumstance with all of our additional resources reviewed in addition to the weekly inventory by our technicians at the box we do not show any evidence of the disc being returned to any Redbox locationWe have extended a courtesy refund to you in the amount of $towards the charge with no verification of the return of the disc which is the most we will do at this pointIf for some reason you happen to locate the disc we can look into additional compensation
Per your request we have sent your account information to our teams to have your Redbox.com account closedYour account will be closed within the next 2-business daysWe appreciate you business and it disheartens us to lose you as a customer
Sincerely,
Corporate Escalations:: Outerwall, Inc
E: [email protected]
Case *** , Call ID ***

Dear Mr***,
We have recently received your complaint regarding the unplayable rental you received as well as the refund that we have requested for the first night rentalWe 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 to be posted the same day any charges for the disc come through or a cancellation of the charges
Under most circumstances Redbox does not refund on additional day charges for discsTo avoid accruing additional day charges all Redbox discs are due back by PM the following dayWe understand it took a few days to be sure that it was not your player that was causing the issue. Redbox values you as a customer and as a one-time courtesy once the disc is returned and the charge is collected we will be happy to provide you a full refund
We are able to process the refund the same day the collection goes through however, depending on your financial institution it can take up to business days for the refund to actually post to your accountRedbox is unable to guarantee a same business day refund to your account or prevent the charges from being collected once the disc is returned
At your convenience please return the disc to any Redbox locationOnce the disc is returned please let us know and we will process the refund for the full charge to your account
Going forward, if you receive an unplayable disc please contact our Customer Care Department immediately and we will be happy to compensate you in the form of a credit, promo code or refundPlease understand that for any additional days you choose to keep the disc you are responsible for the additional day charges accruedThe maximum rental period on games is days, if the disc is not returned within this time frame you will be billed for the full daysWe are unable to refund your account until the disc is verified as returned
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 ***

Complaint: ***I am rejecting this response because: The first phone call I made was about you guys taking my moneyAnd when I spoke with the man he said they were sending out reps to Hannaford in Bennington VT to retrieve the moviesI have two people that watched me put the movies in the red boxSee I didn't receive the refund due to you guys over drafting me first and then putting the money in while I was already way overdrafted because of you guys! I can't believe the customer service that I am gettingAll the way around this is just terrible service, a scam and a rip offThere is nothing my bank will do because it is not their fault...it's yours! I will find another way to get my money back from youA lawyer already told me this is definitely a caseSo thank you very much for the awful supportI will not recommend you to anyone.Sincerely,*** ***

Dear Ms***,
We have recently received your complaint regarding the charge that recently posted to your account from Redbox and your service experience during your recent interactions with our Customer Care DepartmentWe 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 of the $that you were billed
After further review of your rental history with the information you provided, we were able to locate the charge to your account for an unreturned rental of a Xbox video gameThe game was rented from a Redbox located at the *** on *** *** *** ** *** ** on 9/4/11:AM
Our system does not show that this game has been returned to any Redbox locationAdditionally, we do not show that it has been rented again by any other Redbox customersRedbox has a maximum rental period for all discsWhen the maximum rental period is met, Redbox then bills for the specified amount of daysIn this case for a game the maximum rental period is days
If you have reason to believe that this charge is fraudulent in anyway or did not authorize the use of your card at Redbox, we recommend contacting customer service for your financial instution immediatelyYour financial institution has their own internal process of assiting with fraud claims and reimbursing any charges that were not authorized.
We are happy to provide you the title of the game that was rented but for security reasons would need to verify the following information:
Your name as it appears on the card
The billing zip code associated with the card
The last four digits of the card
This information can be emailed to the email address provided in the signature below
We appreciate the time you took to provide the feedback about your service experiences when calling usRedbox strives to provide an extraordinary experience to all of its valued customers and are disheartened to hear that this is not the service you receivedWe can assure you the feedback you provided will be given to the appropriate parties here for review
***, 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: ***
Case *** , Call ID ***

Dear Ms***,
We have recently received your complaint regarding the three charges of $to your 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 refund
of each charge of $to your account
After reviwing your transaction history, we do see the rental attempts of a video game that did not complete successfullyAs the disc did not vend for any of these transactions Redbox has not collected any funds on the attempt
Each time your card is swiped at the box, your account is authorized in the amount of the initial night rentalDepending upon your card issuer or financial institution or certain circumstance like uses a promo code or rental credit you may have previously see the authorizations in the amount of $In this case your account was authorized for the full initial night of $each time you attempted to rentThe authorization is a hold of the funds while your financial institution awaits the final billing from the merchantSince the transction attempts were unsuccessful Redbox will not process any billing for the chargesAfter reviewing your transaction history we are not showing that you have any open invoices at this time and no balance owedYour financial institution should release the funds for the pending charges to your account within the next 5-business daysAs Redbox has not collected the amounts of $from your account and we are not going to bill for the attempts there is nothing to refund at this time
If you do not see the funds credit back or drop of your account within business days, please let us know and we will be happy to take a further lookInformation we would need in order to verify any posted charges to your account is
Last four digits of the card billed
The amount billed
The date the charges posted
Name as it appears on the card that was billed
Ms***, 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 ***

Dear ***,I have received your request and have closed the pending amount due of $and refunded for $ I am sorry that you did not receive the type of customer care you were expecting I hope that this makes you whole again and continue to rent with us.Thanks,Redbox Customer
Care

Complaint:
I am rejecting this response because: still has pending charges
Sincerely,
Jacob B***

***,Thank you for reaching out to us. I apologize that you went to such great lengths to try and use our services without success. I have processed your request for credits and you should have received a separate email explaining how to use them. Regards, Redbox
Customer Care Team

Complaint: ***I am rejecting this response because:Sincerely,*** ***
They allowed this to happen and to refund the money back to meI don't live in the state where the items purchaseI will contact the US Attorney General's officeI did contact Wells Fargo regarding the chargesI am spreading the word on Redbox's business practices!! They should be ashamed how they handle themselvesI want a phone call from them!!

Dear *** ***,We have recently received your complaint regarding being charged for rentals you believe to have been returned and your refund not being automatically processed. 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 immediately processed to your account.We have been able to locate your account and find the transaction in questionWe see that two movies were rented out and neither is shown as returned in our system nor have they been rented out againWe do see that the agents you spoke with over the phone have issued you a refund of $We do have an automated billing system that will try to collect on charges owed multiple timesThe first time this occurs is when your rentals are returned or the rental period is upAt this time, we were only able to collect $of the total amount due (55.51.) After that, the system will attempt to collect once a week until the entire outstanding balance is collectedOn 10/we were able to collect an additional $This leaves a remaining $owedOur system will continue trying to collect on this balance once a week until the entire amount due it collectedOnce this is done, your refund will be processed.To avoid this issue in the future, we advise opting in for electronic receiptsBy doing so, you will receive an email within hours of returning your rentalsIf for some reason you do not receive this email, you can get back to us and we will look further into the situation for you.***, 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: [email protected] *** Call ID ***

Hi ***,We have reviewed your complaint regarding RedboxWeunderstand you acquired an unexpected charge on your account and unfortunately hadyour call disconnected upon trying to reach a supervisorWe will look into theprevious contact to see which coaching opportunities are available, as
wealways want to respect the request for another representative when possibleWe want to assure you we do have email receipts and theoption to view your rental history online, as we want you to have access to therecords that we have for the discWe also have technicians check our machinesweekly, and this particular disc rented out under your account has not beenfound since your transactionWe do understand mistakes happen, but we do askthat you check into such receipts that way you can contact us promptly if anyfuture concerns ariseYou can also get your next rentals on us by receivingpromotions with http://www.redbox.com/deals,or by signing up for an online account and registering for our Play PassprogramAs we value you as a customer we have applied a refund forthe transaction in questionThis refund of $(all nights aside from theinitial night of rental) has been applied at this time will reflect upon youraccount within 5-business daysWe apologize again for the less than positiveexperience you had with Redbox, and hope for your continued supportSincerely, CorporateEscalations:: Outerwall, Inc.E:***@outerwall.comCase ***, Call ID ***

Dear Ms***,
Thank you for your prompt responseWe understand this is an upsetting circumstance which has taken quite a bit of your time
Please understand that Redbox does not bill for rentals in full until all of the rentals on the transction have been returned or have exceeded the maximum day rental periodWhen your card is swiped at the box for a transaction attempt, your financial institution may place an authorization hold for the initial day rentalThis would have took place on 10/2/when the card was swipedOnce you are charged for the rentals the hold on the authorization is then released and you no longer see the pending chargeThe only charge applied to the account is the full charge associated with the transction
We understand that a refund of $was offeredThis refund was extended as a courtesy if the rentals had not been disputed as a fraudulent charge with your financial institutionOnce you have filed a formal dispute with your finanancial institution regrettably any charges associated with the dispute are out of our control as mentioned previously the financial institution has their own internal process of assisting with the reimbursement of charges that are unauthorized to your account
The resources we have show that movies were rented from the Redbox at the Circle K located on EBell Rdat 11:PMOnce again, the card must be physically swiped at the box in order for any rentals to be releasedAs stated in our previous response we are happy to continue to provide any other information you may need about the rental transction
Ms*** as we have provided you with all of the information we can and have addressed all of your concerns, Redbox no 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 ***

Hi *** Thank you for providing the order information requestedYou provided everything we needed in order to request a refund, so this has been requested at this timeYou will receive an update on this request via email within business daysPlease do respond with corrections, if any contact information on the order is no longer valid (IE: if this is no longer your address or you no longer have the card used for the purchase.)
Though you have not used the gift card, the gift card being tied to an online account may cause some difficultyWe will let you know if we need any further assistance regarding your account and this gift card
If possible we will convert your order over to a promo code bundle; however, usually we do have to send out a refund insteadIf we send a refund over, what you do with the funds at that time is your choice, and you are welcome to purchase a promo code bundle instead as they are still available via our website
Regarding the Revdex.com disclaimer, we want to assure you that any secure information will be removed if the contact is publishedIf you have any other questions or concerns in the meantime, please reply to this email chain or contact the Gift Cards department with the reference number ***
Thank you for your time and patience!

Complaint: ***I am rejecting this response because: my financial institution told me to contact Redbox to refund these charges as they were not authorizedMy card is a prepaid debit card and they do not cover lost or stolen damages, so I have done what they told me toI will be filing criminal charges against Redbox for stealing money off my card as they are allowing people to use cards without authorizationHow can they just take forty some dollars off my card when it wasn't even meThat's a criminal act and fraud .
Sincerely,*** ***

Revdex.com:I would just like the $refund please, no more codes. Sincerely, *** ***

Good Afternoon,I would be happy to take a look at what is going on. Do you have the last four digits of the credit card that is being charged along with the billing zip code that coincides with it. This way I can try and track down the charges and figure out where they are coming
from. Thanks,Redbox Customer CareHeather

Hi ***,We have reviewed your complaint regarding RedboxWeknow it is much less than ideal to be charged for an item you never receive,and are sorry to hear the machine did not recognize an item was returned inplace of the disc your son wanted to enjoyWe will review the previouscontacts to see
what opportunities are available, as we know this fraudulentaction was not yours and wish to assist you as promptly as possible especiallywith unexpected charges. We wish for ourvalued customers such as you to be treated with the utmost respect, and willensure this call is reviewed furtherUnfortunately, based on the informationprovided we were unable to bring up the account where you were charged for thegame.We ask that you contact us back with the followinginformation for us to check into this further:The last digits of the card chargedThe full name, as it appears on your credit cardThe billing ZIP codeThe title of the movie or game (with the barcode ID, if possible)As this is a billing concern: the date & amount of the charge We appreciate you informing our store partner *** ofthis issue initially, and are sorry for any miscommunicationThe employees ofthe store can let us know of issues with the machine; however concernsregarding your account are best routed to our customer care as store employeesdo not have access to Redbox accountsWe hope this is understandable and apologizefor any delay in providing you a resolution. With the information requested, we can check into thisconcern furtherWe appreciate your patience and continued support.Sincerely, Corporate Escalations:: Outerwall,Inc.E: ***@outerwall.comCase ***,Call ID ***

Dear Mr***,
We appreciate your prompt replyWhile we are not disputing the fact that the box may have been rebooting when you returned the rental, as mentioned in our previous reponse even if the rental had been returned but for some reason was not checked in by the barcode appropriately if found in the machine it would have been checked inAs stated previously our technicians inventory the kiosks weekly and if discs are found misplaced or not checked into the system, they will mark them as returned promptly
Regrettably at this time we have no evidence that the physical disc was located in our machine by the technicianThe barcode was not scanned in by the machine upon return nor do we show any evidence that the movie was rented out to any other Redbox customerWe regret to inform you once again as we have no evidence of the return of the disc or it being located by a technician during their weekly visits we will be unable to reimburse for the chargeAdditionally, we have not collected any funds associated with this charge to date
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 ***