ComplaintsforCoinstar, LLC

• Initial Complaint

  07/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have never used one of these machines. The one time I am in tight enough financial straits to need to use my change to buy groceries I used the coinstar machine at the local ******* (just to keep from having to count change at the register) I got through the feeding my money into the machine just fine once I accepted the exorbitant cost everything seemed to have gone smoothly enough. The issue came when I went to the register with my family's dinner. Evidently the fee is 100% now because I went from facing the prospect of counting change at the register for our dinner to leaving empty handed. I will warn everyone I meet about using this vampiric service until you've been defunct for long enough that it isn't funny to me anymore. I wish I still had that bag of change.

  Business response

  07/16/2024

  Good Day,

  We are very sorry to hear about your experience. We completely understand that this has been a frustrating experience. We did have an intermittent scanning issue with ******* however we can assure you that this has now been resolved. If you go back to the same ******* location, you should not have an issue with the voucher scanning and cash being handed to you. 

  Thank you,

  Coinstar Corporate Relations 

  Customer response

  07/16/2024

   
  Complaint: 21993892
  
  You seem to see the intermittent issue as a rather small matter, but for me it took me from being someone with a few dollars to spend and turned me into someone who was destitute, save a worthless piece of paper. The kiosk stresses the importance of cashing the voucher in the day it is printed. I called the phone number on the ticket before leaving my complaint here. The phone rang for quite some time and eventually prompted me to leave a message, which I did.  I have yet to hear back from anyone in the company and it is nearly 24 hours later.  As I mentioned, this is the first experience I have had with Coinstar, although I've been aware of the technology for some time and was pretty glad to see someone having turned this into a service.  Since yesterday I have come to realize that problems plague different aspects of the company and its relationship with the consumer of its services.  I hope you are right, and that I will be able to redeem the ticket today with no trouble.  
  
  Sincerely,
  
  ***************************

• Initial Complaint

  07/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I entered just over 365 dollars in coins into a coinstar machine earlier today in the *********** KS ******* super center. I received a cash voucher for 322 dollars, which is the entered amount minus the agreed upon fee. The machine was able to transmit the 43 dollar fee to Coinstar successfully. I went to the ******* customer service counter, but ******* was able to reach coinstar and was not able to give me cash for my voucher. I want coinstar to pay me the cash agreed upon on the voucher that currently have. I also want coinstar to notify customers if there is an issue where they cannot pay vouchers prior to allowing the customer to enter the change into the machine.

  Business response

  07/15/2024

  Good Day, 

  We are very sorry to hear about the troubles you have had with cashing your voucher. We completely understand this has been a frustrating experience. ******* voucher scanning should be back up and running tomorrow. We would ask that you return then, they should be able to scan your voucher and pay without a problem. 

  Please, let us know if we can help with anything else. 

  Coinstar Corporate Relations 

• Initial Complaint

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I cashed in all my change at the coinstar and went to the cashier to cash out. The system kept saying it could not be cashed yet. I called and stayed on hold with coinstar for 20 minutes and was told to hand my phone to the cashier. The cashier tried all the ways the operator told her on the phone and it still would not go through. The rep on the phone told me I would just have to come back another day whenever it is convenient I came to cash this because now is when I needed it. The receipt says it has to be cashed here and the same day. I am so upset with the blame being transferred back to the store when they have no control.

  Business response

  07/12/2024

  Good day, 

  Thank you for your feedback. We're very sorry to hear you were unable to cash your voucher when you originally presented it to the store. There has been an intermittent ******* voucher scanning concern which Coinstar/******* has been working to resolve. Your voucher is still valid, we woud ask that you return to the store on the next day you are available. At this time, the voucher should scan without a problem. if for some reason the voucher does not scan on the first attempt, please ask the store to scan again and it should go through. 

  Thank you,

  Coinstar Corporate Relations 

• Initial Complaint

  07/10/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Coinstar ate my money and ******* will not redeem receipt.

  Business response

  07/12/2024

  Good Day, 

  We are very sorry to hear about the trouble you are having with cashing your Coinstar voucher. The voucher itself is still valid. Some ********* are having an intermittent scanning issue with some Coinstar vouchers. We would ask that you present the voucher on another date for redemption. The voucher must be redeemed at the same store it was received from. 

  Thank you,

  Coinstar Corporate Relations 

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I used the Coinstar machine at ******* Marketplace (Coinstar store ID #********* on July 8, 2024 at 1:12 PM. Transaction #*****. When I went to customer service to complete my transaction, the computer provided the following error message:Coinstar vouchers cannot be redeemed at this time. Sorry for the inconvenience. Please try again later. ******* staff directed me to call Coinstar stating that they cant help. I called CS customer service and they directed me to go back to *******, but stated that there was a system error. I pointed out that if their service was still down that ******* wouldnt be able to complete the transaction. **************** told me to go back to ******* later and try again and when I asked what the estimated time to fix the system would be I was told at least a day. I would like all of my money refunded, including the processing fee, for this inconvenience.

  Business response

  07/10/2024

  Good Day,

  Thank you for reaching out. We are very sorry to hear about your experience with cashing your Coinstar voucher. There was an intermittent scanning issue at some ******* locations which caused some vouchers not to be cashed. Please know, this issue is now resolved. We would ask that you return to the ******* location and present your voucher. There should not be a problem receiving your cash now. 

  Thank you

  Coinstar Corporate Relations 

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Went to cash coins in today was told the voucher was invalid. Also it seems I can only cash it in same day. Was given a customer service number to call,no answer. Found another number via the website and still no answer. So basically coin star has stolen from me. Never again.

  Business response

  07/10/2024

  Good Day,

  We're very sorry to hear you were unable to cash your voucher on the date of transaction. Please know, the voucher is still valid. There was a intermittent scanning issue at some ******* locations however this has now been resolved. Kindly bring your voucher back to the ******* where it was received from to receive cash. 

  Thank you,

  Coinstar Corporate Relations 

• Initial Complaint

  06/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My name is *********************************** and I am writing because I have tried multiple times to get ahold of someone from coinstar via the customer service number regarding an issue but have had no success. *** left a voicemail and my wife even emailed but we have not heard back. We have not even received an automatic reply indicating that the email was acknowledged or would be addressed as I understand it may take time. My wife sent an email to coinstar using her email which is ******************************** On 6/5/24, I got scammed into sending $3800 in cryptocurrency via Coinme to an individual who was impersonating our local sheriffs department and threatening arrest. This individual went as far as hacking the exact police department phone number for our local area, which I confirmed was the same number. This is why I was convinced it was legitimate. I am not blaming coinstar for the actions of these individuals but apparently these scammers have been using Coinstar to have money sent in the form of cryptocurrency, so this is not an isolated incident. I want to know what we can do to try and get my money back. There must be some sort of recourse by Coinstar as their machines are being used by scammers. We have contacted our local police department to report this crime and apparently it has been ongoing and scammers have been utilizing the Coinstar to do this, so they must be aware that this is an ongoing issue. I still have the receipt for the transaction and want to know what steps I need to take to address this. The Coinme ID # is *******, Machine ID #****, ******************** Transaction # is *****, Unique ID # ************** and the exact date and time of this transaction is 6/5/2024 at 1:52 pm. I can contacted via email at ********************** or my cellphone which is ************. Thank you for your time and consideration.*************************

  Business response

  06/11/2024

  Hello, 

  I am sorry to hear that you have had this unfortunate experience. Coinstar takes this very seriously, as does our partner, Coinme.Coinme requires an identity verification and know your customer process for consumers to deposit purchased cryptocurrency into their Coinme wallet. In addition, Coinstar provides fraud prevention messaging on the physical kiosk,the user interface screen, and the printed receipt of transaction. The messaging lets our customers  know they can avoid fraud by not sharing their voucher code with anyone and by only sending cryptocurrency to people they know and trust.
  
  Coinstar does not have access to an associated Coinme account. I would encourage you  to contact Coinme directly and to file a report with your local law enforcement.  Coinme email is ****************** you  can go to Coinmes website and chat directly with a representative. If law enforcement has a subpoena, they can send it via email to comp-*************** I would also like to notify Coinme of your transactional concern. In order to do this, can you please reply back with: 

  Coinstar Corporate Relations

  Ticket ID **********

• Initial Complaint

  05/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hello to whom it may concern my name is ********************************* May 9. I went to SHOP SAVE. The address is *************************************************************. I put $375 worth of coins and the coin star machine. The money was going down but not being counted. I also had a bag of coins with almost $500 in quarters. I put it in the machine. The machine kept going and going, but was not counting, my change I call the managers came over they tried to fix the machine they seen that my money was going down, but it was not being counter for so I called Coin star they never called back when I did call back. They told me they only had an account of my coins for $4.20 which is not true. I called I asked for their address. They did not want to give it to me ************** who is a manager at SHOP SAVE and another manager can vouch for my coins going down without being counted for phone number for corn star is *********** I asked him for their address and they would not give it to me. They left me on hold three times. You can call ************** the manager at SHOP SAVE. ********** thank you so much they inconvenient me because I was supposed to be paying my car insurance and my car with that money and I was out of work as well thank you

  Business response

  05/29/2024

  Good Day, 

  Thank you for taking the time to provide your thoughts. We have had a chance to review the transaction (s) on the date of your transaction, the coin audit completed on the kiosk due to your concerns and our field technician visit to the kiosk just after your concerns were reported. After a full review, we did not find our kiosk took money in without counting them. We completely understand that this was not the outcome you were expecting. As a goodwill gesture, we would like to send you a onetime courtesy check for $100.00. If you would like to accept this outcome, kindly let us know. 

  Coinstar Corporate Relations

  Ticket ID **********

  Customer response

  07/15/2024

   I dont understand ************************** theyre offering me $100 when they owe me more

  Customer response

  07/22/2024

  Hello, my name is *********************************. I was in SHOP SAVE Pittsburgh ************ and I put my change in Coinstar my coins were  going down but they were not being Counted  for. I lost a lot of change in coinstar machine and I would love to have my money back. Please give me a call. This is ********************************* at ************. The managers at SHOP and Save came over to try to help me get my money back, but it just didnt work the one  which is a manager  got the key and try to get my money back but it didnt work as well. I do have both managers name and I also have the cashiers name who was trying to help as well. Thank you so much *********************************. 

  
  

• Initial Complaint

  05/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased crypto currency from a coinstar machine. I paid over $900. I still have the receipt. When I tried to make an account to redeem the money through Coinme, their website, I was told I needed a California ID to process it. I had a ******** ID at the time. They told me to give them my information and they could process a refund or get a California ID. I gave them all my information and after exchanges of emails and them calling one time and an answered call, they stopped all contact with me except for automated responses. Then I got the California ID and sent them that. Still nothing. I send numerous emails. I told them I would contact the BBB and the police if they dont help me refund or process my $900. They never contacted me. So now all I have is a receipt from coinstar for about $900 with the exchange fees and no money and no crypto. Just a worthless coinstar receipt. They dont contact me back even after a dozen emails from myself and my son. I have tried contacting them for a year now because my son went to ****** and wasnt able to help me with it until he got back. Im in my 70s and this was my first time buying crypto from coinstar and they stole my money. Could you help me get the exchange processed ? I would like them to process the receipt and help me get the crypto put into my Coinme account but now they have made it impossible to log into the account anymore and I cant change my ID on there to a California license there to process it because they stopped all contact besides automated responses after sending them the California license. I still have the same phone number. I would prefer they process the transaction as the crypto I bought has doubled in value but all I have is a receipt. So they should not be able to keep that. If they want to give me a refund for the current value of the crypto purchased in dollars, that would be fine too. Thank you.

  Business response

  05/23/2024

  Good Day,

  We are very sorry to hear about your experience with using your Crypto Currency. Please know, Coinstar does not have access to your account. We can only confirm if a transaction was successfully made when our kiosk was being used. As your concern is account related, we would ask that you continue to work with Coinme. You can chat with their customer service on their website to get quicker service. 

  Thank you,

  Coinstar

• Initial Complaint

  03/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 1/30/2024 my mother and I went to our local Ralphs store at ******************************** *************, ** ***** to use the CoinStar kiosk. After depositing our coins to the of $18.08 after processing fee the total of $15.32 cash voucher was then printed. On 02/02/2024 I attempted to cash the voucher at the same ***** store and was told they were unable to cash it and to was advised to call CoinStar customer service. Once I returned back home I called CoinStar customer service and their rep has advised me that my cash voucher is still valid and gave me a incident # ****** and said to return back to the same ***** store with the incident #. A ***** manager said that they cant cash my voucher. When I called the CoinStar customer service again and explained what has occurred they gave me the alternative of having to mail back the physical cash voucher to P.O. Box ***** ********, ** ***** and on the envelope to write CoinStar Accounting Voucher Refund Write the Incident # ******. To this day I have not heard from CoinStar nor have I received a check in mail of $15.32. I called 03/04/2024 to follow up but unfortunately CoinStar customer service representative refuses to let me speak with a supervisor and they lack any information regarding if and when my mail in cash voucher has been received and processed.

  Business response

  03/08/2024

  Good Day, 

  We're sorry to see you had trouble cashing your voucher. We were able to review the incident ID provided and found that a check was already submitted. This check was sent on 3/4/2024. This check should be received within ***** business days from this date. 

  Please, let us know if there is anything else we can help with. 

  Thank you,

  Coinstar Corporate Relations 

  Customer response

  03/14/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩