Redbox Automated Retail

Hi [redacted],Thank you for reaching out in order to let us know how you feel.  We can understand how if a new release is not available in your area on Tuesday that it would cause frustration especially if it is a movie you really want to see.  I can assure you that although there may not have...

been Starwars stocked in every kiosk on Tuesday there were kiosks that had this title available.  Sometimes it does take Redbox a little longer to stock every kiosk which is why you may have seen this title available in your area a little after Tuesday.  I definitely apologize that you were unable to rent on Tuesday.  While we will not be able to provide you free movies for a year we would like to provide you a few promo codes for the inconvenience and disappointment since you are such a good customer of ours!  Below you will find the codes that are good for 45 days.  I have also emailed these to you with full instructions on how to use them. 
[redacted]
 Thanks, Redbox Customer CareHeather

Complaint: [redacted]I am rejecting this response because: I believe that Redbox is scamming me . In June they gave me a partial refund. And now they wont? I believe that they are lying and saying the disc s were never returned because I know they were. This has happened to other people also. Sincerely,[redacted]

Morning,I have refunded the $37.80 for the late fees that occurred.  Thanks,Redbox Customer CareHeather

Good Morning,Thank you for reaching out in order to get your issue resolved to your satisfaction.  I'd like to look into your account to see what I can do to assist in resolving this.  In order to do so I will need the last four digits of your credit card that had the charge along with the...

billing zip code for that card.   Appreciate it!Redbox Customer Care TeamHeather

Dear Mr. [redacted],
Your mother emailed directly to the corresponding email address for additional resolution in this matter. We were waiting on confirmation of your new card number being used at the box before we could refund the amount owed. As we have received the new card number, we have been able to successfully issue the refund. You should see the credit applied to your account within the next 5-7 business days. Below is a copy of the correspondence that was sent just before we received your reply:
 
Dear Ms. [redacted],
 
Thank you for contacting back on behalf of your son. We are certainly happy to provide refund that we agreed upon in our original Revdex.com correspondence. We were waiting for information about the new card number and ensuring that it was used for a transaction attempt at the box. During the correspondence we provided a promo code for your son to rent a movie for free and return immediately so we could refund promptly. Now that we have the new card number we have been able to refund the new card successfully and it should show credited to the account within the next 5-7 business days.
 
We apologize for any mix-up or misunderstanding. The refund was processed on Call ID [redacted]. If there is anything more we can answer for you please reply to this email.
 
 
Thank you,
 
Corporate Escalations:: Outerwall, Inc.
 
E: [email protected]
 
[redacted]

It appears as if you have disputed this charge with your bank. Redbox Loss Prevention has challenged it. If Redbox wins the dispute, this charge will be recollected and the you would've seen this charge reappear on your account. THIS IS NOT A NEW CHARGE. So this is related to a...

recent charge they disputed with their bank. NO FURTHER REFUNDS or any other compensation can be given. Please contact your financial institution if you are not satisfied with your bank’s decision.

Dear [redacted],
We have recently received your complaint regarding the credit/debit card associated with your account not being active to rent with Redbox as well as the service you were provided. We sincerely apologize for the unsatisfactory experience you feel that Redbox has given you.
The...

reason your card is not active with Redbox is because you have an owed balance of $10.85 for a transaction from 2/15/2015. Redbox tries to collect any owed balances for up to one year unless a hard decline is received from your financial institution. Regrettably, we have been unable to collect the owed balance.
We will be happy to see whether or not the card can be reactivated, please understand as there is an owed balance on your account this may not be possible. We do see that you have since rented with another credit/debit card which is what we would recommend once one becomes in active. Please allow 2-3 business days and we will email you directly and let you know whether or not we will be able to reactivate the card you are inquiring about.
We appreciate your feedback about the service you received and we will make sure it is sent to the proper team for review of your interactions.
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.  
Thank you very much for your prompt and fair resolution. 
Sincerely, [redacted]

Mr. [redacted],Thank you for reaching out.  After looking into the transaction that you are concerned about It looks like you were charged a total of $3.18 for 2 rentals taken out on 7/12 @ 2:55pm and returned on 7/13 @ 5:05pm.  The $3.18 is a total of rental fees for 2 movies for one...

night.  If you were seeing an additional $3.18 on your bank this is a pre-authorization in which we need to verify the credit card is in good standing to support a one night rental.  This falls off within 5-7 business days.  Sorry for any confusion this pending charge had and I can ensure that you were not double charged for this rental.  If you have any further questions or are seeing different charges then what I explained I would be happy to continue to assist.Thank you,Heather

Complaint: [redacted]I am rejecting this response because: Redbox can open their own investigation. The rental was dispensed in NJ and I reside in MD and clearly there is a billing mistake. My bank did remove the fees in November, however it is now Redbox's turn to remove the additional late fees from my Redbox account. Sincerely,[redacted]

Hi [redacted]!
We have recently received your complaint regarding Redbox.  We sincerely apologize for the unsatisfactory experience you had with your request of closing your account with us.
We show there was an error in processing your previous request; however we have escalated your account to...

be closed at this time with the utmost urgency. The latest you should see this completed by would be the 23rd or within 3 business days.
We respect your request to close your account with us, but we do want to assure you that we value you as a customer and all of your rentals with us. If there is anything we can do to keep you renting with us in the future, please let us know as we appreciate your feedback and wish to help.
Please reply to this email chain if you have any additional feedback, or questions/concerns.
Sincerely,
Corporate Escalations:
E: [redacted].com
Case [redacted], Call ID [redacted]

Complaint: [redacted]I am rejecting this response because: Totally unsatisfactory response!!! I would like to see verification that the card was used.  I have credit card receipts to show that Outerwal (REDBOX) infact do submiit a charge when a movie is rented.  So Outerwall claim that they do not charge for the original rental is an "OUT RIGHT LIE".   Also I called the credit card company and there were no original authrorization for any movie rentals in 2016.
I see that Outerwall (REDBOX) makes it a comapny practice to steal and commit fraud with there customers.  I'm will contact an attorney tomorrow morning to exculate this matter.Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:  
My credit card did credit my account, but it later took the amount out again and paid Redbox.  Thank you for contacting Redbox to look into this further.  I pay all of my bills on time, I have excellent credit, and I returned the movie to Redbox.  I should not have to pay for this because of their mistake or problems with their technology.  Sincerely,[redacted]

Dear [redacted],
We appreciate your follow-up regarding your complaint. We assure you that you were not charged twice by Redbox. The $3.22 hold you saw when you first rented was actually a hold placed by your bank, which should fall off any time now if it hasn't already (as it can take the 7 business days). The total charge of the game rental was $6.44 as your game was kept out for 2 nights, but we did refund the additional night of charge since the disc was unable to be enjoyed. As a refund was processed, you were only charged the $3.22 total for the game: $6.44 less the $3.22 charge and the initial $3.22 will fall off.
We do not normally adjust overdraft fees or bank fees, as these are not charged on our end. We would recommend reaching out to your financial institution still, as financial institutions often are willing to adjust fees if the charge causing the fee is adjusted. As a onetime exception, we are refunding the $12.50 as we understand this was a frustrating experience for you, our valued customer. You will see this latest – within 7 business days.
Thank you for your patience and continued support!
Sincerely,
Corporate Escalations:: Outerwall, Inc.
E: [email protected]
Case [redacted], Call ID [redacted]

Dear Ms. [redacted],
 
We have recently received your complaint regarding Redbox. 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 $136.43 for the charges associated...

with your Redbox rentals.
We were able to review your rental information with the details provided and regrettably do not show any evidence that your rentals were returned to any Redbox location. Additionally, we do not show that the movies were rented out to any other Redbox customers.
When discs are returned successfully at the box, each 8 digit barcode on the disc is scanned and the disc is checked in. We do see that you entered your email address for your transaction, upon successfully return you would have received a rental confirmation as well as your billing receipt for the transaction. Redbox technicians also inventory the boxes weekly and if the discs were located they would have been checked into the system promptly.
Redbox values you as a customer and although there is no evidence of the return of the movies on your transcation we have issued you a refund of $50.00 ($10.00 per disc). Please understand in the event that this happens in the future, unless we are able to succesfull verify a system error, we will be unable to provide a refund.
 
 
Ms. [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]

Dear Mr. [redacted],
We have recently received your complaint regarding. 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 $70.00 refund towards the additional days billing accrued for...

your rentals.
While we understand from your previous chat interaction that there may have initially been an issue with the machine that you attempted to return the rentals to, Redbox rentals can be returned to any Redbox location. We understand that this might not have been feasible on the same night and would have been happy to refund for an additional day or two if the discs were returned. The reason you were billed in the amount of $82.62 is because all of the discs were returned after the 17 day maxium rental period. We have verified that there are multiple Redbox locations within 1-2 miles of your primary rental location where you could have returned the disc. Regrettably, we do not see anything noted on your account previous to your contact on 7/28 indicated that a $70.00 refund was gaurunteed to you.
We see that we have attempted to issue you a refund in the amount of $30.00 and understand that this card is no longer valid. We can process a refund to another card but this would require you making another rental so that we have your current card information in our system. As our billing system is automated it is necessary for us to have a transaction to associate the refund to. We are happy to cover the cost of the rental in order for a transaction to be completed so we have your updated card information. The promo code is:
[redacted]
This code will be valid for use for 45 days from today’s date. Please understand that the code only covers the cost of the initial day rental. Any time the rental is kept out past 9 PM following the date it is rented will result in additional day charges. In addition, it is possible that you may see a preauth or “pending” charge to your account when your card is swiped even if you do use the promo code. Redbox does not collect any funds until the discs are returned or have exceed the maximum rental period. If it makes you more comfortable, you can rent a movie using the promo code and return it right away.
Once you have successfully rented a movie and returned it with your new debit/credit card please contact us back at the email address below which is [redacted] and we will ensure the $30.00 refund is reprocessed.
 
Mr. [redacted], as your concerns have been addressed, Redbox considers this case closed.
 
If you have any other questions or concerns, please contact us.

Dear [redacted],
We have recently received your complaint regarding your recent interaction with Redbox Customer Care as well as the unexpected charge 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 a refund of 9.81.
We apologize for your recent experience with our Customer Care team. Redbox’s goal is to provide a convenient rental experience with an extraordinary customer service experience. We are sorry to hear that your recent contact left you feeling anything less than a valued customer. We can assure you that your feedback will be passed along to the appropriate manager for review.
As Redbox is an automated retailer the billing must go through before a refund will process from our system. We see that the refund of $6.54 was requested when you initially called on 4/2/16. Our system shows this refund was processed on 4/9/2016 and should reflect in your account soon if it has not already. As of 4/11/2016 we have requested the refund of the additional $3.27 and you should see this post 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.
E: [email protected]
Case [redacted] , Call ID [redacted]

Dear Mr. [redacted],
 
We have recently received your complaint regarding the charge for the photo copy of the game you rented. 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 $73.37 you were charged.
For any disc that is not registered as returned, Redbox does charge a maximum day rental fee. We understand that you did not receive the disc but a paper copy, but since the paper copy had a barcode it was still being tracked in our system which is why you accrued the charge.
We are happy to refund you for the total cost of the maximum day rental period as we understand that you did not receive the actual game. The refund should show posted to your account within the next 5-7 business days.
Please keep in mind for anything with a barcode vended from the machine that charges will continue to accrue if the disc is not returned. We request that you return the disc immediately in the event that it is not the copy you were expecting.
We appreciate the feedback you provided about your experience with our Customer Care Department and can assure you it has been passed along to the appropriate party 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]
Case [redacted] , Call ID [redacted]

Complaint: [redacted]I am rejecting this response because: I know 100% that I returned the video because the Machine was restarting when I pulled up and I had to wait 10 minutes for it to restart and it made me late for work. if I had any doubt about returning it I would've never filed a Revdex.com complaint.
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
As I told the reps in the chat, the account that the movies were originally rented on was closed and I tried to prove another card to them!  Also I should get a full credit as this rental was unauthorized by me as demonstrated in the chat that I did not know the date, movies and/or dropoff or pickup locations.  Is there any way to provide the full credit and the whole rental was not by me!