Complaint Review: Redbox Dvd Rental

I started using Redbox a few weeks ago- seemed like a great idea- no store hours, good selection, cheapest prices around, right? Over the course of the last few weeks, I rented several movies; and while I thought I had been charged extra rentals a few times, I let it go thinking it must have been my mistake.

Then, last night, 12-05-08, I get this email from them, stating that due to overwhelming rentals on thanksgiving this year, they did not charge me for my DVD rental that evening; and that they would be running the charge through my credit card that night (apparently they have the right to retain my credit card info).

I immidietly, frantically, emailed them back, stating I had never rented on that day. Since I gave the redbox my email address, every rental I make is recorded in a receipt via email; which I then put in a folder on my computer to refer back to if needed. The last time I rented was 11-30, 11-29, 11-29, and prior to that, 11-21.

I was 100% certain I hadn't rented on thanksgiving, nor been anywhere near a redbox that day. After emailing them, I went to their site, and found a customer service number, which I promptly called.

The woman I spoke to explained that letter went out to everyone who has an email account affiliated with redbox, and that if I didn't rent, I would't be charged. it still concerned me- the email didn't say that- I would have expected it to say something like that, but it didn't- it very clearly stated i did rent, and I would be charged.

My biggest concern, was that my credit card is actually a debit card, and at the time, if they were to run a false rental charge I would have bounced, and incurred a $32.00 ISF charge on top of the rental charge. I explained this to her; and said I had emailed as well, but would like her to check to make sure my account wasnot going to be charged, b/c the email didn't say anything about what she had just explained.
She looked me up; and repeated back to me the dates of my last rental (the ones i had emails for, listed previously in this post). She then said there wasn't anything for thanksgiving.

I asked her again, was she certain i would not be charged, that there was nothing reflecting for thanksgiving, and she said "Oh no, you're fine" and laughed. I thanked her for her time, and that was that.
Guess who got charged this morning for a thanksgiving rental? Yep. me.

Immidietly, i started trying to call back the customer service center. it's been busy now for the last hour- amazing, you see, since i know they have multiple lines, as when I called the previous evening to sort this out, I sat on hold for nearly 45 minutes waiting to talk to someone. So why their line would be busy during normal business hours, I can't fathom- I suppose it's one of two things: 1) everyone else they ripped off is frantically calling, or 2) they're aware they fraudulently charged several people for rentals they did rent, and are not answering.

Either way, I'm now stuck with a rental charge i didn't make; and an ISF I can't afford to pay for a few more days, when my pay check arrives- which means, I'll rapidly incur seven more doallars each day my ISF is not paid- my best estimate is this little mistake of theirs will cost close to 100 dollars by the time it's all through.

In the meantime, no one even responded to my first email- I called, so I wasn't even worried, but now, obviously, it's disconcerting to me they haven't even bothered to respond to it- let alone the new one I sent.

After all this, i typed in the search words "redbox rip pff scam" into google; and I was astounded and the sheer number of similar stories. It's what led me to here. If anyone else is having this issue, please get in contact. I don't make a lot of money, but I work hard for it- and in one fell swoop Redbox just knocked me on broke; and possibly ruined my credit with the bank.
I know how tempting a thing like redbox is mfor those of us who don't make a lot of money- cheap rentals, I know. But if you continue to use their services, be VIGILANT in your rentals- keep detailed records, and pay attention each and every time- i have a feeling thi isn't the first time they ripped me off; just the first time I noticed.

Blackbird
north ridgeville, Ohio
U.S.A.