The last time we rented a Redbox movie was in July of 2011. It is now December of 2011. Since July and now, we have had over $100 in charges between two of our accounts!
Every other week or so we will see charges ranging from $0.75 to $15 on our account. At one point, they charged us $56.00!
We first placed a call to Redbox customer service in August. The rep we spoke to told us that they hadn't received the movie that we rented. I told him that we had turned it in the day after we rented it, and gave him the location of the Redbox we returned it to. After being placed on hold for about 3 minutes, he came back on the line to tell us that he was able to locate the video, and he would be removing our debit cards from their database so we would not receive future charges.
Two weeks later, another charge for $11.16 posted to our account. Once again, I called Redbox. The girl that I spoke to verified that all movies we had rented had been returned, and that she would be issuing a refund to our cards for all of the amounts that had been charged beyond July. She told us to allow 3-5 days for processing.
Another two weeks go by, no refund, but more charges!! We have called every two weeks for the past 5 months!!
Then, in November, the biggest charge of all came through. $56.64. I immediately called Redbox again, and spoke to a rep named Earnest. He said our account was showing that we had 5 movies out that hadn't been returned. I again told him, like I had told the NUMEROUS reps before, that ALL of the movies we had EVER rented had all been returned. He placed me on hold for about 5 minutes, then came back on the line apologizing profusely. He said that he did locate the 5 movies the system was showing was missing, he had updated our account to reflect current and refunded all charges. He said that normally, an individuals card does not remain on file if it hasn't been used for 30 day, so he wasn't sure why our cards did. He confirmed three times that he had deleted our debit card numbers from the system. Again I was told to wait 3-5 days for the refund.
Three days later, another $17 in charges on one card, and $4 in charges on the other. I called Redbox back and demanded to speak to a supervisor. When she got on the phone, I explained the situation yet again. She put me on hold to "research". After a LOOOONG hold time, she got back on the line to tell me that she couldn't locate the movies and would not only NOT be issuing a refund, but I could expect more charges to come until the 5 movies had been paid for. When I asked how much they planned on charging me, she responded with "Until Redbox sees fit that the movies have been sufficiently paid for." WHAT??? It didn't matter how much I argued with her, she flat refused to do anything about it, and told me that I could expect further charges to our account. She actually HUNG UP on me!
I do not see how this is legal. We have had confirmation from SEVEN different representatives at Redbox that we DO NOT have any un-returned movies! WHY they continue to charge is beyond me, but trying to get this resolved has been a nightmare. It seems as though they are just nickel and diming individuals for extra revenue.
I am proceeding to file a complaint with the BBB and Attorney General. In the meantime, I have filed dispute letters against Redbox for both of our debit cards.
BE CAREFUL when you rent from Redbox!