The first week January, we rented two video games from a kiosk at a King Soopers near our home. We kept the games for two days and returned them to the same Kiosk as where we had rented them. Redbox kiosks do not provide a receipt of returned movies and games. Two days later, I received a receipt via email from Redbox showing that only one of the games had been returned. I immediately called Redbox Customer Service to let them know that they had made a mistake. The gal I spoke seemed very confused and kept trying to offer me a credit for future rentals.
I declined her offer at least 4 times, explaining that I didnt want credits, I just wanted to make sure that my credit card was not charged in the future. After placing me on hold numerous times to talk to her supervisor, she informed me that there was nothing they could do until a technician went to the kiosk in the next 24 48 hours to verify that the game was there. I asked how I would know that he or she had found it and she said, You dont. We just dont charge you. That response was unacceptable to me as there did not seem to be any accountability with a technician who may or may not report the game returned. She told me that she would make a note that I should be notified once the game was found.
Two weeks went by, and I never heard back from Redbox so I called again. This time the customer service rep stated that he looked into their system and it doesnt show that anyone has rented that game since. I asked him what I needed to do to report this game returned so I dont get charged additional charges. He told me that I would not be charged any additional money until sometime around the 21st of February, if at all, if someone ends ups renting it in the meantime. He also told me there was nothing else that could be done until after the 21st. I asked him what happens after the 21st and he stated I would be charged a no return fee of somewhere around $25. I told him that I was not happy that I might be charged more for a game that I do not even own when I could go to the local Game Stop and buy it for $15.
On the 21st of February, I did not receive any additional charges to my card. In fact, there were no more charges for the next two weeks so I was pretty sure that it had been resolved. However, today, I was charged $71 for this video gameRedbox not only continued to charge me daily rental fees for the game, even after I reported the game returned, they then charged me a no return fee for $58.
When I called Redbox again, the customer service representative told me that she could only offer me a credit of $10 for future rentals. When I told her that was unacceptable, she put me on hold and when she came back, stated her supervisor said the best she can do is offer you a $25 credit. I told the representative that was not acceptable. I also told her that I would no longer do any business with redbox. I told her that I wanted all my information removed from their database. She said that she would do that. The next day, I checked my account on Redbox and they are still showing all my personal information, including my credit card information. I am filing a complaint with BBB and also disputing this charge with my bank.