Redbox Automated Retail

Complaint: ***
I am rejecting this response because: If I had not cancelled my card account, you would have taken more money with no notice until after I filed the complaint I want a refund on the that you were not authorized to take from my account I have went ahead and filed a dispute with my bank to take the money back since you will not voluntarily return the unauthorized amount, as my bank requested
Sincerely,
*** ***

Hi ***,Thank you for making the effort to reach out to us to let us know about your customer service experience. I assure you that we will look into the calls in which you had to provide any retraining or coaching if appropriate. But first, I would like to locate your account so I
can assist you in your issue. Could you please provide me with the last four digits of your credit card that was charged and the billing zip code associated with this card. Also, since you are saying the agents had difficulty finding the charges please provide the last of any other cards associated with the account. Once I'm able to locate your account I will be able to better assist you in your issue. Thank you and hope you are having a wonderful Monday morning, Redbox Customer Care

Dear ***,
We have recently received your complaint regarding the non-Redbox disc that was returned to our location by mistakeWe sincerely apologize for the unsatisfactory experience you feel that Redbox given youYou stated in your claim that you requested a desired resolution
of $for the replacement fee of the library’s movie
As they do not have a barcode under most circumstances not Redbox rentals will eject from the boxThere are times if the disc is held at the eject slot or forced back into the machine that the box will accept itAs previously mentioned, Redbox does not have a way to track discs because they do not have a barcode
Our technicians do inventory the boxes weekly and if a disc is found that belongs to another location, they will do their best to return itYou are welcome to check with the library and see if they have received the disc back, generally this will be via mailIn the mean time although it is outside of our process I will request that a technician look for the disc
We will contact you as soon as possible with more information regarding the discPlease allow at least the next seven business days to get back to you
We appreciate the feedback you have provided in regards to the correspondence you received from our Customer Care DepartmentAlthough this does not change the way that you were dealt with, we can assure you the feedback will be passed along to the appropriate party for review
***, we appreciate you giving us the opportunity to help with this and will contact you back as soon as we can with more information in regard to your disc
If you have any other questions or concerns, please contact us

Dear ***,
We have recently received your complaint regarding Redbox billing. We sincerely apologize for the unsatisfactory experience you feel that Redbox has given you
Since this was a formal Revdex.com complaint, our team investigated the situation, even though you noted you didn’t have
an expected settlement. We found that you were only charged $once for your rental in February. It’s very possible you were seeing the rental authorization before that, but that falls off within 3-business days, and that full amount of time has yet to pass. You won’t have a posted charge for more than $for the transaction
***, 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 ***

Dear Mr***
We have recently received your complaint regarding the recent unauthorized charges 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
for all of the unauthorized charges to your account
While we understand how concerning any unauthorized charges to your account are especially after your debit/credit has been stolen, regrettably we are unable to assist with reimbursement of the chargesAs your card was filed as stolen with your financial institution you will need to refer back to them for any unauthorized charges made to your accountYour financial insistitution should have an internal process for assisting with charge disputes regarding charges made to your cardWe recommend contacting their customer service department promptly for further assistance with 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 ***

Hi ***
We have reviewed your complaint regarding Redbox at this timeWe will look into your previous conversations with Redbox to see what we can find out, as we are here to help here at Customer CareIf you were not able to get through, it is possible you reached us outside of normal
business hours (7AM-10PM PST)We do also have the option to chat in through our website to speak with us directly, if you ever need any further information regarding your account
We extend our apologies regarding the fraudulent charges that were made to your accountAs a card has to be physically swiped at the Redbox in order to authorization any charges, we would recommend reaching out to your financial institution and dispute the charges as soon as possible to prevent the occurrence of any further charges
We can provide you with as much information on fraudulent transactions as possible; however, the charges must be disputed with your financial institution in order to have them removed
We ask that you contact our Customer Care with the charges you are disputing that way we can provide more transaction information to help in aiding your financial institution with these disputes, if you needThis reference number will help the associate in locating your information, call ID: ***You can also respond to this complaint with the charges in question, and we will send an email separately to provide the transaction information for you, our valued customer
We apologize for any inconvenience caused by the inability to remove fraudulent charges; however, for security purposes the questionable charges will need to be removed by your financial institution

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,
*** ***

Hi ***,
Thanks for the additional feedback on the situation Redbox's field team checks every box in the country weekly, and will mark your discs as returned if found Your rentals weren't found in any box in the country, and because of our permanent loss of inventory, the $previously refunded is the most that we can offer for the rentals Redbox typically doesn't even offer that, but we appreciate your business so this was set up
We do see you have an email address set up, and because of this, you'll get receipts the day of your return each time you return If you make a return, and don't get a receipt, please contact us at that time, and not once you're billed, so we can check into the situation right away
***, 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] ***, Call ID ***

Dear Ms***,
We have recently received your complaint regarding the charge of $for your most recent Redbox rental. 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 for the $you were charged
For all DVD and Blu-Ray rental Redbox has a maximum rental period of daysThe reason you were charged $is because after the day maximum rental period, we have not been able to verify the disc returned to any Redbox and it has not been rented out to any other customers
Redbox tracks each movie by the digit barcode located on the movieWe understand that you mentioned it appears that the box may have been experiencing technical issues as the disc did not go in the first timeThis usually happens if there is no disc in the case, there is a disc in the case that is a non-Redbox rental, the rental is placed in the machine backwards or for some reason the barcode is damaged
Redbox does take measures to inventory the boxes weeklyIf the movie was returned backwards or found misplaced inside of the box because the barcode could not be read properly the disc would have been checked in when it was locatedRegrettably, we do not have any evidence that the movie was located inside of the machine during any of the weekly inventory visits from 10/1-10/
Additionally, Redbox offers ways for you to track your transaction history by creating a Redbox.com account or by simply entering your email address at the box during the time of your transaction so there are no suprisesWhen an email address is entered at the box Redbox will send a rental confirmation, a return confirmation when the disc is received successfully as well as a billing receipt any time we attempt to collet the funds
We understand that this is not an ideal experience for you however as we have no evidence of the return through the resources we have available we are unable to provide a refund at this time
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 ***

Good Morning ***,I have provided you a refund for This is less the dollars the representative has already processed along with the daily rental fee for having the disc out a night You should see this reflect on your account within 5-business days Please let me
know if you have any further concerns. Thank you, Redbox Customer Care

Dear Ms***, We have recently received your complaint regarding the movie you did not receive from the box that shows as vended to youWe sincerely apologize for the unsatisfactory experience you feel that Redbox has given youYou stated in your claim that you would prefer not to be
charged for the rental or to only pay the sale price of the rental of $After further review of your information, it appears that the disc you did not receive should have been the first one to vend from the machineIn addition to this each box has technology set up so that if the disc is not taken within 7-seconds of vending the machine will take it back in and notify our system that it was not takenWe understand that this is an unusual circumstanceThe information provided previously to you about our terms and conditions is appropriateCustomer’s are liable for the additional days accrued for a rental if the disc is lost or stolenIn this case as a one time courtesy, we can assure you that you will not be billed for anything other than the intial day charge in the amount of $for the rentalPlease understand that going forward we will not be able to make this type of exceptionMs***, as we have addressed all of your concerns Redbox now conciders this case closed If you have any other questions or concerns, please contact us Sincerely, Corporate Escalations:: Outerwall, IncE: [email protected] Case *** , Call ID ***

Complaint: ***
I am rejecting this response because:
Ok I understand you re collected fundsYour supervior AFTER funds were recollected, told me I was due a refund It's not fair that you promise a refund then when I dispute the charge, you challenge itAfter the challenge your supervisor confirmed that ok due a refund due to a previous promise
Sincerely,
*** ***

Dear Mr***,
We have recently received your complaint regarding being charged for the maximum rental days of your game 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
$as the disc was only rented for days
After reviewing your rental information, regrettably we have not been able to verify that the disc you rented was returned to any Redbox locationIn addition to this, we do not see that the disc has been rented out to any other Redbox customers
You have already been refunded in the amount of $as Redbox values you as a customer we have issued you the additional refund of $This makes up the difference of what you were charged and the three days you should have been charged for the successful return of the discThe amount that Redbox will have collected from you once the refunds have process is a total of $for the days you stated the disc was rented to you and the applicable rental tax
In the future you are able to track your transaction history by entering your email address at the box during your rental as well as creating a Redbox.com accountYou will receive emails when discs are rented and returned and the rental information is also stored onlineBy tracking this, you will be able to tell immediately if some type of issue should arise during any of your transactions
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 ***

Hi ***,I received your complaint and was unable to see the charge you are speaking of. On both of your transactions on the card you used a credit and it applied. Most likely this was an authorization however because you went to the trouble to contact us I have placed another credit
onto your account Thank you,Redbox Customer Care

Complaint: ***I am rejecting this response because:My case is one of many where people have been charged for discs that were returned, but not located by RedboxI read several of them on Consumer Reviews before I contacted Revdex.comI did my part as a customer in good faithI rented a disc that didn't work, returned it, and had money STOLEN from meGod bless RedboxThey won't continue to prosper by abusing people.Sincerely,*** ***

Dear ***,We have recently received your complaint regarding yourbilling issue. We sincerely apologizefor the unsatisfactory experience you feel that Redbox has given you.You stated in your claim that you requested a desired resolution of closing theinvoice and receiving the refund of
$that you were initially charged.We understand the frustration you’re having with ourcustomer service response and that they couldn’t close the invoice and processthe partial refundOur billing system is automated, which does preventcustomer service agents from being able to close partially paid transactions As a one-time courtesy, we have gone ahead and maneuveredinto the system to stop the invoice from collecting the remaining balance onthe chargeYou won’t be charged anything additionalAlong with that, therefund of $will be processed immediately and should be seen on youraccount within 5-business days, possibly sooner.In the future, we ask that you sign up for emailreceipts, which you receive immediately upon returning the disc(s)If you don’treceive the email receipt after returning the disc, you can contact us rightaway and we can clear up any issue with returning, rather than receiving asurprise charge a few weeks later.***, as your concerns have been addressed, Redboxconsiders this case closedIf you have any other questions or concerns, please contactus.Sincerely,Corporate Escalations:: Outerwall, Inc.E: ***@outerwall.comCase ***

Thank you for reaching out. We would be happy to settle this complaint. We will need the last four digits of the credit card that was used along with the billing zip code. This will help us locate the account and the charges. Just to let you know for future rentals if you
input your email address when renting or to your Redbox account you will be emailed receipts along with having a tracking capability to ensure the movies indeed showed as returned. We appreciate your business and look forward to hearing back from you. Redbox Customer Care Team

Dear Ms***,
Thank you for your responseWhile we understand you have taken measures to look for the rental, we also do not have any verification that we have received to back to any of our kiosksIn the event an empty case is returned or a personal disc is returned, it is correct we would receive an empty disc or a disc that does not have the Redbox barcode on itRegrettably, if this happens since the Redbox movies are tracked by the barcode on the disc not on the case we would have no way of knowing who the mis-return is associated withAs previously mentioned, a technician does service the boxes weeklyIf there was an error with the disc where the barcode could not be read it would have either come back out of the machine or if it was accepted by the machine would have been located and checked in promptly by the technicianWe do see that the other rental associated with the transaction did not return properly and our field technician located it and checked it in
In the additional information you provided you stated that Redbox does not provide receiptsYes, it is true that the box does not provide a printed receipt like a standard retailer however as an automated retailer we do provide the opportunity for our customers to receive rental confirmations, return confirmation and billing receipts through emailWhen you check out at the box, if you have not previously entered your email address the box will ask you to provide it in order to receive receiptsIf you decline to provide your email address the box will then ask again to ensure you do not want to provide your email address to receive receiptsFor this transaction we do not see that you provided an email address in which to receive receipts toIn addition, Redbox offers each customer the opportunity to track rental and return history by signing up for a redbox.com account on our website
Please understand that none of the resources we have available show any indication that the disc was located inside of the boxThe barcode was not checked in, and it has not been checked out of our system sinceThe local technician did not find it during any of their weekly visitsAs we have no evidence of the return we will not be providing a refund for the additional days chargedIf by chance you do locate the disc it is yours to keep
Ms***, as we have addressed all of your concerns Redbox now considers this case closed
Sincerely,
Corporate Escalations:: Outerwall, Inc
E: [email protected]
Case ***, Call ID ***

Mr***,I have closed the invoice so we will not be attempting to collect for this particular game any longer I have also issue you a refund for $which is the total amount we have been able to collect thus far I appreciate you taking the efforts to communicate this issue with us
so we can resolve it.Thank you, Redbox Customer Care

I was able to locate Mr***'s transaction that occurred on 12/28/2016. I am able to see that Mr*** indeed used a promo code for this transaction and was not charged for it. If Mr*** was seeing a charged it was most likely in pending state meaning that it was
a pre-authorization and will fall off his account within business days