• Report: #413699

Complaint Review: RedBox - RedBox.com - Redbox Automated Retail LLC

  • Submitted: Mon, January 19, 2009
  • Updated: Thu, January 29, 2009

  • Reported By:The Inland Empire California
RedBox - RedBox.com - Redbox Automated Retail LLC
One Tower Lane Suite 1200 Oakbrook Terrace, Illinois U.S.A.

RedBox - RedBox.com - RedBox Automated Retail LLC Credit Card "Double Billed", Fantom Charges, Doesn't Resolve problems in e-mails & phone number to call "always" busy. Oakbrook Terrace Illinois

*Consumer Suggestion: I have had a similar problem with overcharging, but issue was resolved pretty easily

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I recieved my monthly credit card bill in December and cross checked all my movie rentals with the billing they charged me on my credit card. I cross check all my rentals by using the e-mail they send to me showing my rental charge for a given movie when rented & returned. I was double charged 4 different times on movies I rented, and had one fantom charge that showed for like $3.23 but I didn't have a e-mail billing reciept for it... (they send an e-mail for every movie you rent and then send a billing e-mail when returned.) nor did I have any movie rental e-mail showing I rented a movie at that particular time.

The total billing mistake was $10.79 plus the interest charged to my credit card. I know this is a rather small amount but they wouldn't fix or correct the problem. At first they answered my e-mail and asked for farther information which I supplied, but then they just quit replying to my continued requests for the adjustments. I tried to call the toll free number they give but it is "ALWAYS" busy. (probably due to the many calls trying to get their problems ie. double billing taken care of.)

I truly wonder how many people are being charged for rentals they haven't made and how many are being double charged without knowing. Most people just pay their credit card bills without even looking at them or keeping track.
I have proof of their billing error's and problems, for example... here is an e-mail they sent to me just before Christmas. By their own admission they mess up. (btw: I have this e-mail on file if needed for verification.)
Dear redbox customer,

Redbox' record-breaking Thanksgiving weekend rentals caused some issues with our credit card processor. As a result, you were not charged for your first night's rental when you got your disc(s). Redbox is working with the credit card processor to bill those charges now, and you will see the first night's rental charge on your account shortly. Redbox apologizes for the inconvenience and thanks you for your patience.



I've sent many e-mails trying to get my problem resolved, I can't do anything through my credit card because the billing cycle has already passed and I had sent the payment due. I've seen the other posts about RedBox & I would assume them to be true too; due to my experiance.

The Inland Empire, California

This report was posted on Ripoff Report on 01/19/2009 01:36 AM and is a permanent record located here: http://www.ripoffreport.com/r/RedBox-RedBoxcom-Redbox-Automated-Retail-LLC/Oakbrook-Terrace-Illinois-60181/RedBox-RedBoxcom-RedBox-Automated-Retail-LLC-Credit-Card-Double-Billed-Fantom-Char-413699. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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#1 Consumer Suggestion

I have had a similar problem with overcharging, but issue was resolved pretty easily

AUTHOR: Hondas2000 - (U.S.A.)

I had a similar problem, where I rented a movie, returned it within 1 day, and when I finally got my receipt email, 5 days later, they said I had the movie for 5 days and they charged me for the full 5 days when I know for a fact I had returned it within 1 day. So, I complained to the customer service email.

"Hello and thank you for your email! Anytime you email Redbox, we are required to obtain information, due to federal law, for security purposes (please do not copy/paste your transaction receipt, as it does not provide all of the information we are required to obtain). So, in the future, just include the following information in the initial email in order to speed up the process of getting any issues you have resolved "

They asked me for the following info:
1. The full name as it appears on the credit card used
2. The last 4 digits of that credit card
3. The billing zip code associated with that credit card
4. Title of DVD rented (if applicable)

Which I supplied them with. Then they said this:

"Thank you for your email. Sir, your account has been refunded for the extra days. It takes 3-5 business days for the refund to post to your account. We apologize for any inconvenience that this has caused you."

Recently, I rented a movie last week and I never got the return confirmation, when I know the machine accepted the return. I gave them all the information they asked for and they said their technician found it in the machine. This is what they said after I gave them the info:

"Hello, thank you for your e-mail. I was able to open your account and can confirm that the DVD was returned successfully by our technician. there was a return issue as far as the DVD registering during the first attempt, but our technician was able to take care of it. If you have any more questions feel free to give us a call at 1 866-redbox-3"

Months ago, I rented a movie and never got a confirmation for the return. I emailed them to warn them about it, but I was never charged past the $1.00, and they never responded.

You really have to be careful sometimes with RedBox, as the return might not register, and by the time it does (many days later) they might charge you for all those days. Check your receipts and credit statements! I'm not sure if they do this on purpose to make money, or they are that disorganized.

In fact, I'm going to go double check my receipts. I would ALWAYS reccomend inputting your email address when you rent a movie, so you can get the receipt.
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