Redbox

I've been a customer with Redbox since they were founded. Ever since they outsourced their customer service I haven't been happy. Not once have I ever lost or broke a rental until last month. One of my daughter's friends were staying the night and we picked up a DVD after we finished grocery shopping. Her friend placed the movie in the cart while we were loading the car with our groceries and she forgot it. We didn't find out until we got home, so I went back and searched; no luck. I called their customer service and I could barely understand the guy telling me I had to wait 17 days and the charge is usually $27.50, but since this has never been an issue they can work with us on that charge. He had to repeat himself a few times. I expected to pay some, but my wife called after 17 days and from what she could understand, we weren't being charged. I was a pleased customer. Then a few days later we have a charge of $27.50. I called and they told me that she was told we would have to pay. They said they would credit us $10. Like I said, I was prepared to pay something, but as a customer of theirs since they first started up with no record of me losing or breaking a rental I figured​ they could give me a free pass. Plus, they told my wife there would be no charge since this has never been issue. They lied, or they have such thick accents that they shouldn't be in customer service for another country. I read some reviews and have found that their customer service has tanked recently and have abused customers' accounts. You know a business needs to do some reconfiguring on their customer service when a long time, humble customer has to leave a lengthy complaint just to warn folks that Redbox had been getting more consistent with burning their customers. BEWARE!!!