Redbox Automated Retail

Good Morning [redacted],I was able to locate your account.  Because you did have 3 movies out for 17 days you were charged a daily rental fee for all 3 movies of $4.77 which is including any applicable state taxes the charges are valid.  This daily amount was agreed upon at check out.You stated...

that one of these were unplayable and since you have had some confusion on daily charges I would be happy to refund you for the full amount of that transaction which was $12.72.  You will see this reflect on your account within 5-7 business days.   Thank you for reaching out, Redbox Customer Care

Hi [redacted],
I would be happy to look into this issue for you however in order to do so I will need the last four digits of your credit card and your billing zip code.  I look forward to finding a workable solution for you.
 
Thank you,
 
Redbox Corporate Customer Care Team

Complaint: [redacted]I am rejecting this resolution because I believe that any automated system can be changed by your company's Information Technology department to cancel out a claim.  In today's world, there is no viable excuse a company can have for not reworking their computer systems to avoid issues like this.  However, the only other settlement I am willing to accept is having the charge modified to $0.01 and withdrawn from my account to be refunded, not the originally stated $98.93, if you are absolutely unable to outright cancel this charge.  I'm hoping your response will not be that you can't even modify a charge because that response would be invalid based on my statement above regarding your IT department being able to change your system to avoid these kinds of issues.  If this issue was settled and there would be no charge, then there is absolutely no reason for your company to touch ANY of my money in my account as a "refund" when there is nothing to be charged based on the agreement I had with your customer service department.
Also, as an additional comment, trying to reach your corporate offices is bewildering.  Unless you know the NAME of the individual you are trying to contact, the call lasts 20 seconds and gives you no option of contacting any human being, let alone being connected to a specific department.  It's almost like you do not want anyone in your corporate offices talking to customers.  That is absolutely horrendous customer service to distance yourself from the people that are keeping you in business.
Sincerely,[redacted]

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.
Thank you RedBox for valuing a longtime loyal customer and repairing the customer/company relationship.  It is greatly appreciated.Sincerely, [redacted]

Last four digits on my debit card "[redacted]". Zip code "[redacted]"
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]

Complaint: [redacted]I am rejecting this response because I returned the movie to their kiosk.  They lost it and they should accept responsibility for the mistake.Sincerely,[redacted]

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]

Dear [redacted],
We have recently received your complaint regarding your billing issue and wanting the charge completely wiped out instead of waiting to process.  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 the invoice being closed.
We do understand the inconvenience here, however since our billing system is automated, we have no manual process for closing invoices where no dollar amount has been collected. Also, the 5-7 business days is only a maximum amount of time we give our customers as we're not aware of each banks process for processing refunds. Our system will process the refund immediately upon collection, and it could take much less than the 5-7 business days for it to occur.
Again, we do apologize for this inconvenience, but there isn't anything we can do at this time regarding the invoice. The refund has been given on the charges.
Mr. [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: [redacted]@outerwall.comCase [redacted], Call ID [redacted]

Hi [redacted], We have reviewed your complaint regarding Redbox. Wewould like to thank you for taking the time to contact us about your charges sowe can better clarify these, and of course look into the previous contacts tosee if any coaching opportunities are available. We want to ensure our...

chargesare as clear as possible for you, our valued customer and that you are beingtreated with the utmost respect, so we apologize if you were not left with thisimpression with our Customer Care.  Wealso apologize if you did not receive a resolution before the chat contactclosed, our chat systems do close after some time without a response; however wewill investigate this situation to see what opportunities can be found. Regarding your charges, we charge a single time when all themovies you rented are returned or once a transaction is complete. If you lookback at your bank statement for the day the discs were rented, it’ll probablyshow a preauthorization (of $1.61 in this case), which is a “pending” hold thatyour bank will release in 5-7 business days. These authorizations allow the transaction to go through via yourfinancial institution without charging you right away. As we charged the validamount of $3.21 (total), the $1.61 (authorization) should drop shortly. Weunderstand the authorization you are seeing for the $1.61 may have appearedafter the charge itself. We encourage you to reach out to your financial institutionin case they process charges differently, however we do have the option to viewyour rental history online or receive receipts from Redbox so you can comparethese against your statement and so you have records of what we have in thefuture. Please do reach out if you are seeing any extraneous charges after the7 business days have passed, so we can review your account further. For more information on the change to single billing, pleasevisit: http://www.redbox.com/singlebillingHere’s some additional information about when you were charged for on the rentalyou contacted us about:One DVDRented on: 5/27/20159:40 PMReturned on:  5/29/2015 4:15 PMInitial day charge: $1.61Additional day charge(s): $1.61 Total rental fee:  $3.21 collected on5/30/15You were charged for two nights, as your disc was kept past 9Pm the datefollowing rental. If your disc was returned by 9PM on 5/28, the charge wouldhave been only $1.61. Please note: The dates above may be a little different onyour statement, due to other pending charges or the time it takes to relay thecharges over to your financial institution. We hope this information helps. If there is anything furtherwe can provide, please feel free to respond to this message or reach out toCustomer Care. We appreciate your continued support and patience while wereviewed your message.Sincerely, Corporate Escalations:: Outerwall, Inc.E: [redacted]@outerwall.comCase[redacted], Call ID [redacted]

Dear Ms. [redacted],
 
We have recently received your complaint regarding the charge to your account for an Redbox rental that has been unverified as returned.  We sincerely apologize for the unsatisfactory experience you feel that Redbox has given you. You stated in your claim that you...

would like a full refund with interest.
After reviewing your transaction information, regrettably we are not showing that the movie was returned to any Redbox location or rented by any other Redbox customers. When you return a rental to Redbox it is scanned in by the 8 digit barcode located on the center of the disc. Additionally, our technicians do inventory the kiosks weekly and will check in any movie found misplaced inside of the machine promptly. We see that for your other rental on 9/8/2016 that a technician located this disc inside of the machine and checked it in. Is it possible that you may have returned an empty case or a personal disc instead?
At this time as we are not seeing that the disc has been returned to any box, rented by any other customer or located by the field technician during their weekly inventory. As a result of our findings and as there is no evidence that the disc has been returned to Rebox regrettably we are unable to honor your request of a full refund.
Ms. [redacted], 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 [redacted] , Call ID [redacted]

Dear Ms. [redacted],
 
We have recently received your complaint regarding the Redbox rental that was stolen from your vehicle. 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 your...

money back and an explanation of the violation of our customer service guidelines.
After reviewing your rental transaction, we were able to review the notes in regard to your interaction on 9/24/2016. Unfortunately, there is no mention of education being provided to not file a police report in regard to the theft. The information we have available to review indicates that we explained our rental terms and conditions and that you as the renter are liable for the disc. We are not discounting the information provided in your claim unfortunately we only have the notes available to us to go off of.
Regrettably, if a disc is lost or stolen you are still liable for the property. Although it may have been stated otherwise in the call we would recommend for that any property that was taken from you without authorization you would notify the appropriate authorities immediately. You are welcome to read the full terms of service by visiting http://www.redbox.com/terms
Redbox does value you business and values you as a customer. Although it is outside of our normal process we have issued you a refund in the amount of the $27.29 that you were billed for the loss of the rental.
 
Ms. [redacted] 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 [redacted] , Call ID [redacted]

Hi [redacted],We have reviewed your complaint regarding Redbox. We are certainly sorry for the unexpected charges acquiredon the card that you use to rent with Redbox. The charges in question werevalidly charged, as we only charged for the nights acquired on each disc. Withthe four discs in question,...

we are not showing these as recovered within theirmaximum rental periods to any Redbox machine. A technician does check ourmachines weekly, and was unable to locate these discs. These discs rented underyour account were also not seen by other customers in future transactions. Aswe have no record of these returns, you were charged the replacement costs forthese discs and they are now yours to keep. As we want you to have records of what we have for yourdiscs, as well as access to your charges, we do have rental receipts availableas well as the option to view your rental history online.  Please be advised what you experienced onyour account is not the normal billing procedure at Redbox, as usually, chargesappear in your account within 48 hours of a transaction being complete. We understand you are not showing previous attempts forthese charges; however we attempt to collect a balance once a week untilsuccessful - if we are not successful in our initial collection attempt. Thisis not a matter of theft, as our charges were agreed to upon swiping your cardat the machine and these funds were legitimately owed to Redbox – though weapologize for the delay in these charges posting to your account. If you arestating you did not swipe your card in April for these transactions, thefraudulent transactions would need to be disputed with your financialinstitution. If you have any concerns as to why the charges did not processsooner, we would ask that you contact your financial institution regardingtheir practices as well. We do value you as a customer and hope for your continuedsupport, so we have refunded half of the charges despite their validity. Arefund of $40.59 was refunded to your card for the total of $81.18 in charges,and this refund will reflect upon your account within 5-7 business days. As weare showing another $11.49 was owed in a previous transaction, we were able toclose the invoice so you will not be charged further and have no furtherbalances owed at this time under this card.We thank you for your understanding, and hope this information clears yourconcerns. Sincerely,Corporate Escalations:: Outerwall, Inc.E: [redacted]@outerwall.comCase:[redacted], Call ID: [redacted]

Dear Mr. [redacted],
 
We have recently received your complaint regarding the recent billing receipt you received from Redbox for the charge of the maximum day rental period of one of your rentals. We sincerely apologize for the unsatisfactory experience you feel that Redbox has given you....

You stated in your claim that you would like a full refund for the funds collected by Redbox to your account.
After further review of the information you provided we were able to review the transaction information related to the rental. Regrettably, we are not showing the barcode checked back in to any Redbox location or that the rental was rented again by any other Redbox customers. Our technicians do inventory the boxes weekly, if there were errors with the return process as you mentioned in your claim causing the disc not to check in by the barcode appropriately, if the technician were able to locate the rental located misplaced inside of the box they would have returned it promptly. At this time our resources indicate the technician did not locate the rental.
In regard to your request for the amount charged to be refunded to your account, as we have no evidence of the disc being returned our in our possession this is not a request we are able to honor. Additionally, our records indicate that although we may have made an attempt at collecting the balance owed Redbox has not collected any funds from your account associated with this charge.
Mr. [redacted], 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 [redacted] , Call ID [redacted]

Dear [redacted],
We have recently received your complaint regarding a fee concern. 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 receiving compensation for some of the...

additional night charges you received.
We were able to review your transaction and found that the two discs were rented on 9/17/2016 and still have not been returned. Please know that when you rent from Redbox, you agree to pay for the discs each night you rent them up to the maximum rental limit. You can find this information in our help center:
"Want to hold onto your disc for longer?  No problem.  For each day you keep a rental, you'll be charged for another rental period + applicable tax.If you hold onto your disc for the maximum rental period (almost everywhere, it's 17 days for movies and 23 days for games), you'll be charged the maximum charge and the disc is yours to keep.In most areas, those fees are $25 + tax for DVDs, $34 + tax for Blu-ray™ Discs and $69 + tax for video games."
During the time you had the titles rented out, no other customer had the opportunity to enjoy the disc. We are pleased to see Redbox was able to make an exception for your account in the past when titles were rented out longer than expected.
As we do value your business, we will be able to refund your account for $10.00 per disc once the titles are returned. This will be the last refund that we can provide for this issue on your account. Once the discs are returned, contact us back with reference ID [redacted] so we can get the refund process started.
As we are providing you with the exception refund for $20.00 Redbox  will consider your concerns as being addressed and this case closed.
If you have any other questions, please let us know.
Sincerely,
Corporate Escalations:: Outerwall, Inc.
E:[email protected]

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.

Dear Ms. [redacted],
 
We have recently received your complaint regarding the rental of Creed that was returned after you were billed the price for the maxim days rental.  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 of the $34.00 you were charged for the disc or the disc to be returned to you.
For DVD or Blu-Ray rental Redbox has a maximum rental period of 17 days. Once a disc remains out of circulation for the maximum of 17 Redbox bills for these additional days. We apologize for any confusion, however the $34.00 you were billed for the rental is not a replacement cost but is the cost of keeping the movie for 17 or more days plus applicable tax. Once the disc has reached the maximum rental period we do provide you with the option to keep the disc as it is considered a loss. Please understand that if Redbox did not place a maxium rental period on the rentals, rather than the $34.00 for the 17 days you were billed for the disc, as it was returned on 8/31 you would have been charged for the 26 additional days the disc remained unreturned which would have been and additional $19.54.
Regrettably, as stated in your interaction with us previously, we are unable to retrieve the disc from the box as it has been placed back into Redbox circulation. We do understand that mistakes happen and would like to help with some of the additional day charges. We have issued you a refund of $15.00. You should see this process to your account within the next 5-7 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.
[redacted]

Dear [redacted],
We have recently received your complaint regarding the recent charges in the sum of $70.00 to your account. 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 $47.00...

refunded to you.
After reviewing your account and using the resources that we have available to us, we show that the rental in question is reflecting as not returned to any Redbox location or rented out again to any Redbox customers.
We have applied a refund of $17.86 to your account. According to rental history for the transaction with the charge of $47.09 two of the rentals were kept out for six days. Since the other disc has not shown as returned it was billed for 17 days total. If you returned the disc with your other rentals on 1/11/2016 you would have been charged for six days rental per disc totaling $29.23. We will not be refunding the full amount of $47.00 as $29.23 is the valid charge for three discs rented for a total of six days. The $17.86 refund is the difference between your total charge of $47.09 and the readjusted rental charge of $29.23.
We see that during this transaction your email address was provided. Any time you rent or return a disc with Redbox you will receive a return confirmation. Redbox will not send a final billing receipt until all discs are returned. If you return a disc or discs successfully and do not receive a receipt we recommend contacting our Customer Care team immediately for assistance.
[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]

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]

Hi [redacted], We have reviewed your complaint regarding Redbox. Weapologize that you did not receive the service or answers you expected from CustomerCare. We have brought up your account and will review the previous contacts toasses which coaching opportunities are available, as we wish for our...

valuedcustomers such as you to leave with a happy experience from our Customer Care.  Regarding the unexpected charges on your account, weare happy to look into these further if you can provide us the amounts of thecharges that were not reimbursed, as well as their dates. Any refunds we applywill take 5-7 business days as well as the charges have to be refunded on ourend and then processed through to your financial institution, but we do want toensure these apply. If any refunds promised were not applied, we will look intothis further for you or give you the information to take to your bank forfurther insight. We also apologize for any confusion regarding how wereimbursed any previous charges. It appears we provided you rental Credits inmost instances, which are valid toward future rentals and these were acceptedand used in place of refunds. If you are seeing amounts charged on the dates yourented, these would be authorizations from your bank which shouldfalloff within the 5-7 business days we quoted. Redbox charges after a transactionis complete, as our system knows how many nights to charge for once a transactionis done. If the preauthorizations you are showing from the dates you rentedhave not fallen off, please reach out to your financial institution to see ifthey have different processes for these holds. We understand you checked our receipts against your card’sstatement; however we can also provide you a comprehensive list of charges tobetter compare and contrast. If you would like a list of these charges, or todispute further charges with Redbox, please contact our Customer Care with theCall ID below and your name as it appears on the card, the billing zip code ofyour card, as well as the last 4 digits of your card, and the charges/dates inquestion. We ask that you contact our Customer Care again to keep yourinformation safe and secure. You can also email us this information to [redacted]@Outerwall.comif you prefer, but it can take up to 10 days to receive a response. We appreciate your time and response so we can lookinto these concerns further. Sincerely, Corporate Escalations:: Outerwall, Inc.E: [redacted]@outerwall.comCase[redacted], Call ID [redacted]

I am truly sorry to hear that you no longer would like to rent with Redbox.  We value our customer's and never want to lose you but do realize that it is your choice.  below you will find how you can stop receiving messages from Redbox. 
 
Text messaging - If you are receiving...

text messages from Redbox please just text STOP to 727272 and you will no longer receive them.
 
Emails - As long as you do not rent you will not receive emails that pertain to your rentals and in order to no longer receive promotional emails simply scroll to the bottom of the email and there will be an unsubscribe link.  This will ensure to unsubscribe you from these types of emails.
 
Thank you.