Redbox Automated Retail

Complaint: [redacted]I am rejecting this response because: they gave me 2 credit and 2 promo one was for free code you get first Monday of every month I didn't receive I have spent way more than that on movies I reserved and got charged to nights for if you could at least give me 5 more promo I would be satisfied with thatSincerely,[redacted]

Good Morning [redacted],Thank you for taking the effort to reach out in order for Redbox to make this situation right in your eyes.  I have reviewed your account and the notes left by the agents.  At this time I have issued you a refund of $48.49 which will reflect on your bank account within...

5-7 business days.  The reason for the amount is that you stated to the agents in which you spoke to that you had the movies out for 2 days, so I have deducted that from the refund.  While finding unexpected charges are never pleasant I would like to make a suggestion to you so that this will never happen to you again.  If you add your credit card to your profile on redbox.com you can track your rentals and returns.  This way when returning you can check to ensure the system has adequately acknowledged it.   Best Regards,Redbox Customer Care TeamHeather

thank you for reaching out in regards to your experience and issue.  I'm sorry you did not receive the type of service you were expecting or even that we would've hoped you had with our team.  I'll make sure to follow up with coaching for the appropriate individuals.  I have also...

refunded your credit card 3.50 for the disc you were unable to retrieve.   Thanks,Redbox Customer Care

Dear [redacted],
It looks like you have challenged this charge with his/her bank. Redbox loss prevention has in turn challenged it. If redbox wins the dispute this charge will be recollected and customer may be seeing this charge has appeared on their account.  This is not a new charge.  At this point no refunds from Customer care are available due to the chargeback from your bank. 
Thank you,
Redbox Corporate Customer Care Team

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] and [redacted],
We have recently received your complaint regarding fraudulent charges and customer service.  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 and...

compensation for the treatment you were given by the customer service agent you spoke with.
We understand the frustration that comes with losing a card. However, once a card is used by someone other than the cardholder, any charges made are then in the hands of your bank. This becomes a situation of fraud which can become a legal matter and is unfortunately out of our hands.
 
The best we can advise is to contact your bank once again and let them know that this is a situation of a stolen card being used by someone other than the cardholder. They are the only ones who can refund or fully stop the charges from posting to your account.
 
As far as the customer service agent you spoke with, we definitely do not like hearing about the manner you were treated and will pass the call information onto our quality control team to take a look. For the trouble, please accept these codes:
[redacted]
[redacted]
[redacted]
These codes are good for any free, one-night DVD rental and will remain valid for 45 days.
 
[redacted] and [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]

Hi [redacted],I'd be more than happy to look into this for you.  Please send back the last 4 digits of the card that was charged as well as the corresponding zip code.  This will help me locate your account and assist in the best way.Thank you, Redbox Customer CareHeather

Complaint: [redacted]I am rejecting this response because:
The 20 points referenced should have been 40 points as there was two movies rent at 2 times the normal points which means 40 points should have posted to the account.  This is becoming a common practice of Redbox apparently, advertising one thing but not giving anything near what they advertise and, as stated in their response, there is NO way to know if one is being ripped off or not.  I'll pay [redacted] and [redacted] to rent movies, at least they are up front with their officers.Sincerely,[redacted]

Dear Mr. [redacted],
 
We have recently received your complaint regarding the charge that was recently deducted from 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 the...

$1.62 that was collected.
We understand the the delay in the charge is collection is concerning. When you swipe your card at a box location and complete your transaction, you authorize Redbox to collect any balance owed on your rental.
In reviewing your account we do show that you reported your rental as unplayable on 7/15/2016 and were issued a credit to your account as compensation for the intial day of your rental. We show that the disc was then returned on 7/17 resulting in additional day charges for the rental as all rentals are due by 9 PM the day following the intial rental date.
Redbox’s billing system will attempt to collect any balance owed for your rentals on the date the disc is returned. If we are unable to collect the balance Redbox will continue to attempt to collec the balance periodically until it is collected in full. In this instance appears that we were able to collect the balance on our collection attempt on 8/5. Currently the balance owed for the transaction is $4.74.
As the rental was called in as unplayable we are happy to provide a full refund of the $6.36 which is the total charge. Regrettably, this refund or the refund of the $1.62 you requested in your claim cannot process until the balance is collected in full.
We sincerely apologize for the service you were provided when you contacted in. We appreciate you providing the detailed feedback and will make sure it is provided to the appropriate team for review.
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: [email protected]
[redacted]

Dear Mr. [redacted],
We have recently reviewed your complaint regarding your experience with your reservation attempt on 10/6/2016.  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 a refund of the $0.82 to your account or the mileage expenses for the trip to the box for the unsucessfull transaction.
After reviewing your account information, it does appear that there was an unforeseen issue with your reservation. We are very sorry that this happened and understand the inconvenience it has caused. In looking at your transaction we do show that $0.82 was authorized to your account for the initial night of the rental but has not been charged. The $0.82 should have credited or dropped of your account by now as it has surpassed the 5-7 business days. The only other charge we show of $0.82 being collected from your account would be for a rental on 9/24/2016. If you are still showing the pending balance of $0.82 on your account from the 10/6/2016 rental attempt, you will need to work with your financial institution as Redbox has no control over the authorization holds and we have not collected on these funds.
In addition, we have added one rental credit to your Redbox account. It is valid until 11/12/2016 for the initial day rental of any DVD of your choice.
 
Mr. [redacted], 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 [redacted] , Call ID [redacted]

Dear Mr. [redacted],
 
We have reviewed the responses to your complaint regarding the charge of $74.61 for the fraudulent disc you received. 
We apologize that you weren’t provided a reference number for the situation; you are entitled to reference any time you interact with Redbox Customer Care. Regrettably in this instance we are unable to locate the interaction with a customer care agent promising the refund and promo code.
After reviewing your full Redbox rental history we see that you have previously been reimbursed and provided promo codes for non-returned as well as fraudulent discs. Your rental history also shows an unpaid balance of $82.72 for three unreturned discs. We have not been able to collect this balance and are unable to attempt collection for the future as the invoice has been closed. Due to the previous reimbursement and the outstanding balance associated with your rental history at this time we will not be providing any further compensation.
In the future if any rental issues occur please contact our Customer Care department immediately and you are always welcome to ask for email confirmations as well as a reference number for your interaction.
Mr. [redacted], as we are unable to adjust the charges to your account, Redbox considers this case closed. You are welcome to dispute the charge with your financial institution.
 
If you have any other questions or concerns, please contact us.
 
Sincerely,
 
Corporate Escalations:: Outerwall, Inc.
E: [email protected]
Case ID [redacted], Call ID [redacted]

Complaint: [redacted]
I am rejecting this response because Redbox stated that I was not charged $1.60, but I was.  Attached is a copy of my bank statement showing that $1.60 was withdrawn from my account on 11/27/17.  Also, attached is a copy of the email showing that this was to be a free DVD rental.  I would like the $1.60 credited back to my account.  Thank you.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:the apolgy I'm seeking is not for the fraud charges. As stated in my initial complaint, I was told I would not incur any penalties. I did receive the penalties and had to cancel another card as a result. When I called the customer line about it, they denied the charges and said that's not the way they handle penalties. I want an apology from a person, not a team for lieing to me about their actions and the inconvenience of being without my credit card for more than a week. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I have spoken to Red Box Customer Care many times. Each time they ask for the same exact information and waste my time. Each and every single time, customer service comes back telling me they do not have any records of any charges going to my card or bank account. I asked them if they show a charge with the card number with another name, but they told me they can not find any charge whatsoever with the card number. I have done everything Red Box has asked of me. I continue to get charges sent to my bank account, which then triggers my bank to call me and waste my time trying to figure this out. I do not want to continue going thru this with Red Box. 
Sincerely,
[redacted]

Complaint: [redacted]I am rejecting this response because:I had to make several trips to the redbox kiosk and every time I go I do not find any reservation and the customer service people told me to go around town and try other redbox kiosks . I actually spend more than 25 dollars in gas alone and waisted my time with no help or any resolution from redbox . The customer service at Redbox is very very poor and the way I was treated is unacceptable and disrespectful Sincerely,[redacted]

Dear [redacted],
 
We have recently received your complaint regarding a charge on the account.  We sincerely apologize for the unsatisfactory experience you feel that Redbox has given you.
Unfortunately, we are not able to find the account with the information provided. Since the Revdex.com is...

a public forum, we can’t request any information through this case publicly.
Please send us an email to [email protected] and we can assist you further. Please also include your case #.
Once we receive the additional information, we’ll be more than happy to reply through the Revdex.com platform with our resolution.
 
If you have any other questions or concerns, please contact us.
 
Sincerely,
Corporate Escalations:: Outerwall, Inc.
E: [email protected]
Case [redacted],

Dear Mr. [redacted],
 
We have recently received your complaint regarding the $75.04 that you were recently charge for your video game rental.  We sincerely apologize for the unsatisfactory experience you feel that Redbox has given you. You stated in your claim that the rental was...

returned two days after it was rented and you would like a refund for the charge.
After further review of the transaction history regrettably our resources do not show evidence of the successful return of the rental. When the rental is placed into the box successfully it is checked in by the unique 8 digit barcode located on the disc for the date and time it enters the box. Additionally our field technicians inventory the kiosks weekly and will promptly return any disc that is found misplaced. It looks like your email address was enter at the box during the rental. Upon successful return of the rental you should have received a return confirmation as well as a billing receipt for the charge.
Although we do not show any evidence of the return of the disc, as a courtesy we have provided a refunded of $15.00. Unfortunately, with no verification of the return of the rental we will not be able to provide any further compensation.
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 Mr. [redacted],
 
We have recently received your complaint regarding not receiving a refund for the game that you received as unplayable. We sincerely apologize for the unsatisfactory experience you feel that Redbox has given you. You stated in your claim that you would like the $3.23 you...

paid to rent the game refunded to you.
After further review of your interaction history, we do see that you called to report the disc as not playing correctly. Our records indicate that a promo code to rent the game or another game again for free was provided to you as you stated. We apologize if information was not provided to you that the promo code would be in lieu of a refund as compensation.
We have gone ahead and refunded the $3.23 you were charged to rent the game. You should see the refund post to your account within the next 5-7 business days. As we do offer credits or promo codes as a form of compensation, we request going forward you let us know immediately which type of compensation is preferred for you. Please understand, under normal circumstances we will not provide bot a refund as well as a promo code or credit as compensation.
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: [email protected]
Case [redacted] , Call ID [redacted]

Hi [redacted],Thank you for making the effort to reach us in a different manner in order to let us know you are not satisfied with your customer care experience.  I'd be happy to take a look at you transaction and see what I can do to help you out.  Please send me back the last 4 digits of the...

credit card number that was charged along with the billing zip code.  This way I can look up your account. Thanks,Heather

Dear [redacted]
 
We have recently received your complaint regarding Redbox. We sincerely apologize for the unsatisfactory experience you feel that Redbox has given you. We would also like to extend our apologies for any service experience you had that left you feeling like anything less than a...

valued Redbox customer. You stated in your claim that you requested a desired resolution of a refund for the charges collected from the rental transactions completed on 5/28 & 5/30.
We understand from your complaint that you reported your credit/debit card stolen on 5/27 and the rentals were made after this date. As the card was reported as stolen to your financial institution, the fraudulent charges are something that they would need to assist with as they have their own internal process for these types of circumstances. Redbox will be willing to work with your financial institution and provide them with any information they need to research the charges to your account.
** once again are very sorry for any upset this has caused. 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]