ComplaintsforFlipGive Inc

• Initial Complaint

  10/05/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I sent my first request to withdraw funds on February 28, 2023. I sent my second request to withdraw additional funds on March 28, 2023, as well as a request for an update on my original withdrawal. I was told that day that the original Feb 28 request was being expedited. April 3, 2023, FlipGive explained that the SECOND request failed and they would issue a cheque instead if I sent them my address, which I did that same day. I sent a third and final request for the remainder of our funds on April 17, 2023. I have sent follow up emails to find out what's happening and where the money is on April 18, 21, 24, 27, and May 8. I have tried to phone several times (no live answer or returned call to my voicemail yet). There is $1,583.90 that I have been waiting for and have yet to see any of the funds, or even get a response to let me know what's going on. And in the meantime, I have had to disperse funds to the team and am out of pocket.

  

  Business response

  10/05/2023

  Hi ******,

  Thank you so much for taking the time to flag these concerns. We took a look at your account, and see that 2 payments were successfully processed and deposited:
  
  1. Payment ID *****for CAD $1,032.63 (successfully processed for deposit on Mar 28 2023 05:17PM)
  2. Payment ID ***** for CAD $400.00 (successfully processed for deposit on Mar 28 2023 04:40PM)

  We just conferred with our Finance team, and they've informed us that these 2 payments that were processed actually bounced back on March 30th from account number: ******** with **** for reason of the account being closed. 
  
  We were able to locate the third and final payment in the amount of CAD $151.27 for Payment ID ***** that was requested on Apr 17 2023 07:46PM. We apologize for the ongoing delay in processing payments as we have been experiencing an overwhelming amount of payout requests in the last few months. We can submit a request with our Finance team to have the last payment expedited and reissue the two payments that bounced, but of course want to ensure it gets set to an account that is active. We've sent you a follow up to your last email asking where you would like the x3 payments directed. We look forward to hearing back and getting this resolved for you asap. Thanks so much ******!
  

• Initial Complaint

  14/03/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  11/10/22 – I sent a message via chat and shared that I had requested a check for our team back in August and it wasn't sent until early October. During that time the team completely disbanded. 11/23/22 – FlipGive customer service responded via chat: My Finance Department confirmed that if you void the check, we can return the funds to the team's balance, and then disburse them to the Personal Accounts of each individual team member. That way, everyone that raised something will get the exact amount that they raised and can then do whatever they'd like with it. If the above sounds good to you, we'll just need you to write VOID on the cheque, rip it in half, and send in a picture of it so we can confirm that it's been voided. 12/1/22 – Picture of voided and ripped check sent to FlipGive via email. Requested that the funds be disbursed back into the individual accounts. 1/6/23 – Sent follow-up message via email as the funds had not been added back into the individual accounts. 1/19/23 – Sent a second follow-up message after no response from 1/6/23 message. 1/21/23 – Sent a message noting that funds were added back into accounts; however, it was under the closed team. Asked the following questions: How do the families transfer the funds to personal accounts since the team was closed? The $136.95 that was added back to the team. Can players transfer it to personal accounts? Can the money in the account be transferred to a different team? 2/24/23 – Sent another message via chat. No response as of 3/10/23. >> I cannot find a way to reactivate the team account to disperse the funds to personal accounts. While the funds are minimal, my child has approximately $90 that we cannot access. I need help so these players do not lose these funds. In the mix of all of the emails and chat messages, I also tried calling and left a message. No one has responded.

  

  Business response

  24/03/2023

  Hi *******,

  Thank you for taking the time to escalate your recent experience with getting the funds on your team disbursed. I've asked that Ace, the agent who was originally helping you sort this out reach out to you again. He's updated me and let me know that the issue has been resolved. Thank you for your patience, if you run into any more issues in the future please contact us at *******@********.com. Have a great weekend *******!

• Initial Complaint

  15/12/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We have had a fundraising account since 2020 on FlipGive and raised $667.85. October 4, 2021, I submitted my bank information and requested a withdrawal of those funds. We never received the funds, so I submitted my bank information/request again on November 9, 2021 and again on November 11, 2021. Each time I received a notice that my bank information was "approved" and to expect the funds in 5-7 days. On September 1, 2022, after realizing we still never received these funds, I submitted the request a THIRD time. I also submitted a support request and Nick from FlipGive replied on September 5, 2022 stating there was an issue with my bank information and asked me to submit it again. I did and received confirmation on September 6, 2022. On November 14, 2022, I submitted my payment request AGAIN, because still no payment was ever received, then reached out to their support team again on November 22, 2022. On November 25, 2022, Ryan from FlipGive responded to my message stating they went ahead and "approved" my bank details. I submitted the withdraw request a SIXTH time, and still never received payment. **** ** ******* **** * **** ******* ** **** *****.

  

  Business response

  28/12/2022

  Hi *****,

  Thank you for your inquiry. We've taken a deeper dive into your team's payment history, and here's what we found:
  

  We can see in our records that you absolutely submitted your team's banking info several times (*** ******** *****), and each time it was approved by a member of our Customer Support team. What happens is each time you went in and re-submitted your banking information, it put your team back into the queue for approval. It looks like that became a cycle so you were not able to get to the point to submit the actual request for withdrawal because you were resubmitting the information, as a result of not seeing the payment. We see that a request for withdrawal was finally made on Dec.15th, and the payment was processed a few days later on Dec. 19th. Because there are 2 steps (the first being to submit team payment info first, and the second being to submit a request for withdrawal only after it's been approved) required before getting to the final stage of being able to submit a request for withdrawal, we have seen it create some confusion amongst our teams from time to time. We sincerely apologize for the frustrating cycle you went through. Our Finance team has also been overwhelmed in the recent months due to a high increase in the number of withdrawal requests due to the holiday season which also resulted in delays for payments. 

  Finally, we do see record that your team's payment ID ***** submitted on Dec 15th was processed in the amount of USD $667.85 on Dec 19 2022 05:17AM. We kindly ask you to verify your linked bank account ending in **** for the deposit. While we did extend our payment timeframes to manage the increase in withdrawal requests, we will return to our previous withdrawal schedule in 2023 to ensure all of our teams can get their payments faster. Thank you for your inquiry *****, and we hope to see you and your team on FlipGive in the new year! 

• Initial Complaint

  06/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  For families including aunts and uncles donated money to our team in FlipGive is not giving it back to us that is our money our cash and they should be giving it to us and they are not they told me back on the Cember first that they were releasing it and I have it within two weeks it is now December 6 and we do not have the money these parents want their money back and they want it back now. This is the worst company I have ever worked with

  

  Business response

  12/12/2022

  Hi *****,

  Thank you taking the time to share your concerns. We were able locate the payment request for bank transfer you submitted for your team ******* **** ****** *** on November 3rd 2022. The payment for your team was processed on December 6th 2022, you should see the funds deposited into the linked bank account by now or with the next few business days. The timeline for bank transfer payments to process once a request for withdrawal is submitted is 15-20 business days, we sincerely apologize for the delay in getting your team's payment processed within the communicated time frame. Due an increase in payment requests submitted during the holiday season, we are experiencing a slight delay in getting payments processed in the communicated time. We appreciate your feedback, thank you so much for your kind understanding. Thanks *****!

• Initial Complaint

  25/11/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On November 13 (*** **** *********), through FlipGive, I have made a purchase on *******'s website after carefully reading the exclusions (flipgive activity number *******2). I was supposed to get a 3% cashback credited to my flipgive account based on the value of the items I bought (*** **** *********), for a total of $13.50. The purchase consisted of two items a **** SSD and ******** Keyboard. As I didn't get the amount automatically, I submitted a claim to FlipGive for the purchase (*** **** *********) - claim number *****. I received a reply from FlipGive that my cashback claim was denied. I received a separate reply for each item. FlipGive argued that the **** SSD was rejected for being an excluded item (*** **** ******** *). FlipGive rejected the ******** Keyboard on the grounds that it was an ***** Product (*** **** ******** *). I responded to FlipGive contesting their denial/refusal of my claim on the grounds that these two products were not on the list of exceptions (*** **** ******** *): that the ******** product was not an ***** product (!!!) and that an **** SSD is not a computer, a laptop a tablet, a PC or a ********** as per the first item on the exclusion list. Flipgive replied to my message contesting their denial by saying that both items are "Computers & Tablets" (*** **** ******** *). So here, they changed their argument to deny the ******** Keyboard probably realizing their error and trying to give a new reason. The exclusion list is clear: "Computers (Laptops, Tablets, PCs and **********s). An **** SSD is not any of these items. Neither is a keyboard. The difference between what are computers/laptops and what are SSDs/Keyboards are obvious. If you go to a store to buy a "computer", store staff won't bring you to SSDs or keyboards because everyone knows the definition of 'Computer". FlipGive was wrong to deny my claim by not applying it's exclusions appropriately. I want the cashback ($13,50) they owe me before the fundraiser ends.

  

  Business response

  30/11/2022

  Hi *********,

  Thank you for sharing your concerns. After reviewing the escalations you've submitted, I found that the missing claim credits were issued to you on November 26th after you submitted your response from the denied claim to our Customer Support team. It can sometimes be tricky to pinpoint the exact items against the various categories that each retailer lists. With that, after a secondary review, the amount $13.50 was issued to you in the form of a FlipGive credit on Nov 26th for your **** *** missing claim from Nov. 13th 2022. We ensured that it is correctly reflecting on your account. Thank you for understanding and for sharing your concerns. 

• Initial Complaint

  10/01/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Hello I shopped "in store" at ********** on 12/19/21. I followed the FlipGive rules and processes and made two purchases within the same hour using my credit card registered with FlipGive. Based on the guidance in the FlipGive app, my charity was supposed to receive 5% of the purchase price. Our charity did not receive the 5%. I continue to reach out to Ryan at FlipGive and receive either a standard response and lately no response at all. When I do receive a response, I follow up and submit the requested detail. Unfortunately, once I submit the detail, I do not hear back from him. This has occurred three times for me with in store purchases and also has occurred twice with my wife. FligGive gives credit for the purchase of gift cards through their app. However they do not follow up on their promise to provide credit for in store purchases.

  

  Business response

  13/04/2022

  Business Response /* (1000, 5, 2022/01/19) */ Due to the high volume during the holiday season, there was some delay in reviewing ****'s inquiry. However, since this ticket was created, FlipGive credits have been issued for both in-store claims that **** had submitted to Ryan. The credits were issued on ****'s account on Jan 8th 2022 in the amount of $8.84 for shopping at ***********. We apologize for the delay, thank you for your patience! Consumer Response /* (2000, 7, 2022/01/20) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  29/10/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased 2 laptop computers on July 6, 2021 with a total purchase price of $8,361.93 (subtotal $7,399.00 before after discounts and before taxes). At the time, the FlipGive Promotion for **** was 3% for a total of $221.97. I have contacted FlipGive 5 times, 4 times through email and once by phone. The only response I have received was to confirm delivery date (which was August 26, 2021) and provided to FlipGive. Every other attempt has not been acknowledged or replied to.

  

  Business response

  28/01/2022

  Business Response /* (1000, 5, 2021/11/03) */ Hi *****, Thank you for keeping us accountable. After reviewing your post, we performed a thorough review of your missing claim submission for your **** purchases and have identified where the ball was dropped. In early September, after you confirmed that your items were delivered on August 26th, we submitted a missing transaction inquiry with the affiliate network. A month later on October 6th, the inquiry was denied for the reason that they could not identify your order with the order number provided. Upon review, we failed to provide you with this update which has led to your claim to remain in a pending state. We apologize for not updating you on the status of your claim. We have sent you a full update and response this morning. We've since submitted an inquiry directly with our contact at the network with a request to expedite a secondary review. In the meantime, we've gone ahead and credited you for the denied inquiry amount of $222. You should see the funds applied immediately to your team *********** **** ***** If you have any further questions please do not hesitate to reach out to us again. Consumer Response /* (2000, 7, 2021/11/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) FlipGive reached out to me and all was taken care by FlipGive.

*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. ↩