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charged me for a movie that I returned

Complaint Rating:  93 % with 15 votes
93% 15
Contact information:
Pat Milman
Newbury Park, California
United States
This company looked like it had a great idea - movies at the grocery store for only $1.00 a night. I have used it many times this past year, they had a customer for life! However, one day I noticed Redbox charged me $26.00 on my credit card; when I called, they said I had not returned a movie I had rented. Problem was, I definitely returned that movie - I remember very clearly. Also, I returned another movie at the same time and the other one showed as returned. When I called to complain, I was told that it would take between 10-14 days for someone to go and look in the machine to find the movie, and that they would credit me back the money when they found the movie. If they didn't find it, I was out of luck! I don't know what happened, but I was notified that $10.00 hd been credited to my account. $10.00!!?? For what? I will not be using this company again - I'll just join Netflix or buy movies from the cable company. $1.00 sounds like a great deal - until the decide to rip you off and you have NO appeal! DO NOT TRUST THIS COMPANY!
Complaint comments Comments (17) Complaint country United States Complaint category DVD Order & Rental


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N  26th of May, 2009 by    0 Votes
Also - just as troubling is the fact that you cannot close your account! Your only option is to not use them again. They keep your credit card info in their system; if it gets charged again - there is no way to prove you did not use their service. Judging by some of the complaints on this board, there have been instances of them repeatedly charging fees to credit cards for no rentals! Scary...
A  13th of Jun, 2009 by    0 Votes
The same exact thing happened to my boyfriend...we won't be using Redbox again
N  30th of Aug, 2009 by    0 Votes
You do have an appeal. Complain to your credit card company. I did these people are a scam! RED BOX SUCKS!
A  31st of Aug, 2009 by    0 Votes
I just found on my bank statement that Redbox charged me to for 2 rentals last week and I have not rented anything from them in weeks. I've tried calling customer svc for RB and hold times are through the roof, in excess to 20 min's. So have yet to complain to them, but will dispute the charges on my card through my bank. But this could have overdrew my account, etc perhaps caused more problems. Luckily it didn't.
A  8th of Sep, 2009 by    +1 Votes
This just happened to me as well. We have been enjoying Redbox for the last 2 months, but I ntoiced a $26 charge on my CC. I am waiting to hear back from Redbox, but these errors should not happen. I suspect that its because I returned the DVD to a different kiosk than the one I originally rented it from. I hope they immediately credit my card, otherwise they will be dealing with a very pissed off customer.
A  28th of Sep, 2009 by    0 Votes
Yes this happened to me too with the movie "Fighting." I always wait for the movie to state successfully returned, then a couple weeks later I get charged for the movie. I liked the redbox, but now its unsafe and not reliable. I am not using redbox anymore. Hastings is more safe.
A  21st of May, 2010 by    -1 Votes
I returned a DVD and did not get credit. Since they don't print out a proof of return, I can't prove I returned the product. It is a rarely used DVD, so they don't show any action.

I would say it is a risk of redbox, that might be worth it, as if this happened to a lot of people, then they would be out of business. I have retuned 10 with no issue.

Redbox offered me a credit for 50% of the value of the DVD and my credit card company instantly wrote off the rest with I complained, so I suggest challenging it and dealing with it. I will still use redbox as the cost savings versus blockbuster and others is worth it, unless this happens again...
A  6th of Jul, 2010 by    0 Votes
I have also had this very problem with Red Box, they are a nightmare to try to deal with. I've talked with my bank and the fraud dept., I can only cancel my debit card and get a new one. It's a shame that I'm inconvenienced for their problems. I predict a class action law suit is coming. I will NOT be using them again, and I've told everyone one I know about them, including people I see using it. (and I see people all the time, since it's so "conveniently" located at my groc store)
A  23rd of Jan, 2011 by    0 Votes
This happened to us too. We were charged 25.86 for an returned DVD. Shame! We are sure that we returned it the very next day. Called the customer service, said that they are going to credit 10. I don't think that we are going to use redbox anymore.
A  27th of Nov, 2011 by    0 Votes
same thing i was charged 26.00 and i know i returned it the next day they said i didn't. Bill S.
A  4th of Jan, 2012 by    +1 Votes
I returned two video and the machine registered one and i Know I returned two because I stood there and waited for the slow process of feeding it through. charged me 24 dollars and change. I wish I could sue them because its so wrong.
A  15th of Feb, 2013 by    0 Votes
I just got charged for a movie they r saying I never returned I have the email confirmation for it they are saying that I rented it twice once on the 25th n again on the 27th n only returned it one (now how stupid does that sound) they offered to credit me $10 said they cant do anything I am so pissed I rented that movie once n returned it once told them I dont want any charge how r u gonna return me 10 for a movie they r charging me 25 for that I never even had to begin with yeah never using redbox again frauds!
A  15th of Mar, 2014 by    0 Votes
I just found a $25 charge on my card for a disc I returned. Last time I use Redbox. They should be sued.
A  13th of Jan, 2016 by    0 Votes
I have a 15 minute conversation today from the 3rd attempt at trying to get an unauthorized charge returned. I had an 82.00 charge pop up on my bank account and tried to dispute it without any luck. They told me the card had to be physically swiped (not true, they already have my information) couldn't give me a time stamp and wanted the bank to take care of it. Against my better judgement and already knowing the outcome i called my bank who verified that the charge was made against my account by Redbox and the bank paid it so Redbox is responsible. I again passed this information on to customer service at Redbox this morning. Here are the facts: Redbox will not do anything to help or refund. If i go to my bank and file a dispute i am out $50.00 for the filing. I also will not have my overdraft fees returned. I was "blocked" by the Facebook site at Redbox to add to the numerous complaints. They will not furnish you with a whole name to file a complaint for their rudeness. They will put you on hold to get you the corporate number only to come back and tell you it is not working and when you call yourself you will get the automated company "outerwall" and unless you know an extension and try to use operator you will be notified that the operator can not take your call and "buh-bye" seems like the only thing that got swiped was my money and i have no recourse but to cut my debit card and get a new one. Kudos Redbox! It took three years to trust you again but you DID get me! My whole conversation is on a 15 minute conversation. If anyone wants to file a class auction lawsuit then i am in! Saving the voice recorder and will only buy cheap movies from Wal-Mart bargain bin in the future. Better quality and mine forever. I won't be paying full price for previously viewed movies nor be "swiped" from again by Redbox!
A  16th of Jan, 2017 by    0 Votes
We rented 2 DVDs in November, it's now January. We used our CC on it back then and it's just now posted and charged us for it. 2 months later! We're never using Redbox again, not only is it more than $1 for a movie now, but if you don't watch it in a day or 2 it's not worth it anymore to rent from redbox. It really makes me wish Blockbuster was still around.
A  27th of Feb, 2017 by    0 Votes
I just got my statement from my credit card company and to my shock and dismay there is a charge there from Red Box stating that they took 14.65 out of my account for rentals. Now I have not used Red box in 2 months and my statements show that the last transaction besides this one was in December of last year. These people kept me on hold for 30 minutes only to tell me that there had been a problem with their Kios and that I had actually not been charged in December for my movies that I had rented. Well said I it shows right here in my statement that you indeed charged my account 3.27 for the 2 movies I rented so why are you charging me 14.65 now? The woman (barely speaks English) says to me because we charge for late fees. Late fees? The stupid movies were returned the next day before 10 am! What late fees? She had the nerve to tell me that Red box can impose late fees or fees anytime they chose to if they felt that a customer was improperly using their merchandise. How the H*** do you improperly use their merchandise and how in the H$$$ do they even know you are if you did? This made no sense to me I won't use them again and I have disputed the charge with my credit card company. Now I have to wait 30 to 60 days for the money to reflect back onto my account!
N  9th of Apr, 2017 by    0 Votes
we just got charged also two times in one week for a movie that was rented three weeks ago. we were charged the first time. Then we were charged 2.43 (the exact amount that my son had in his account) and then we were charged yesterday within minutes of him depositing his paycheck. that was for $30+. they remember details and the return of that movie

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