Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:12/07/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Tapjoy permanently suspended my account December 6, 2022 with no warning. I use Tapjoy for my Tokyo Catch account to complete offers. My last case email with Tapjoy was November 30, 2022 and Case #******** for Reach a depth of ***** meters. I had to personally contact Tapjoy through their FAQ Request email about the suspension and my Rewards Specialist **************** informed me on December 7, 2022 that it appears that your account has been permanently suspended. Based on the email that was sent to you via case # ********, your account was permanently suspended due to change your Device Identifier multiple times. Because of this, you will no longer have access to our offers or offer walls. However, the case she mentioned (#********) isnt even one of my case numbers or affiliated with my Tokyo Catch/Tapjoy account. Someone elses Tapjoy account got connected to mine without my knowledge. On July 6, 2022 I logged into my boyfriends Tokyo Catch account. Instantly I got an email that my account was temporarily deactivated because they suspected I had two accounts. I had to explain that my account affiliated with ******************* and the account affiliated with ********************** were two completely different accounts and were people from different states. They restricted us from using both accounts on the same device in the future. I believe because of that mistake both of our separate accounts got connected with Tapjoy. However, I was not aware of this because unlike Tokyo Catch, Tapjoy never reached out and properly investigated the issue. I had no idea this was possible and did not change my device identifier. *********************** website says that their Device Identifier Reset can be done by either selecting Reset Advertising ID under your settings (Settings > Privacy on iOS and Settings which I did not do. I dont see how gems for Tokyo Catch being credited to two different accounts wouldnt be obvious that it WAS NOT the same person using two different devices.

  

  Business Response

  Date: 12/09/2022

  What happened?

  The Customer was banned due to a misunderstanding. Their Tapjoy account and partner's account were linked to the same device. The Customer explained that they logged into their partner's account on July 6th, which may have caused both accounts being banned as it appeared as a UDID reset.

   

  What we did to help the customer/resolve?

  We reinstated both accounts and informed the Customer.

   

  How were things left with the customer?

  We advised the Customer to reset their device ID one time only to ensure that both accounts will no longer be linked to the same device.

  
  On 12/09, the Customer confirmed following the suggested steps by resetting their device ID and sharing proof. After verifying within our system, it appears the issue has been fixed as the old device ID is no longer showing in their account. The Customer was advised the steps had worked.

  Customer Answer

  Date: 12/10/2022

  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,
  
  *************************

• Initial Complaint

  Date:12/06/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, this problem involves an offer I completed on the TapJoy Offer Wall. On November 27th, 2022 I started the offer called Reach a depth of **** meters in Go Green! To receive ****** gems on an app called Tokyo Catch. I was not initially credited after completing the offer so I submitted a report to TapJoy on December 1st. They then got back to this report on December 1st stating that my report was denied and that I would not be receiving any gems. They claimed this because they were unable to confirm that I installed it for the first time. This is not true though as this was the first time I ever installed it and played that game. I explained this to them in the attached email and then another agent still continued to claim they couldnt confirm it according to the system in their data. I followed all requirements with this offer including putting time and effort into this game, so that I would be credited just to be denied in the end. The funny thing is that theyve marked this report as closed and resolved when this situation is far from that. Apparently Tapjoy needs to update their tracking system with offers as I even followed some of their tips such as having Chrome as my default browser. This is now ridiculous as this is the second offer in a row theyve tried scamming me out of. It looks like the *** needs to bring another lawsuit against them for deceiving consumers. I want the gems Im properly owed for completing the offer. The case number on their end for this is ********. Attached is proof of my completion, the offer details, and the emails involved with this case.

  

  Business Response

  Date: 12/09/2022

  What happened?

  The ******** is contesting a denial due to not meeting our terms of service. The case was initially denied on December 1st and the ******** replied the same day. The case was assigned to another Associate who reinforced the denial on the case.
  
  The ******** has another account under ******************** where they had taken the same offer and also filed a BBB case after being denied for the same reason on another device. The ******************** complaint on that account was resolved and courtesy rewards were provided.

   

  What we did to help the customer/resolve?

  A ******** Service Supervisor took over the case and responded to the ********, elaborating more on the terms of service and the reason we are unable to award them for this offer.

   

  How were things left with the customer?

  The ******** was advised that we are unable to award them for this offer on this device, as they have already been awarded previously on another device under their other account. The offer instructions state that a ******** can only be rewarded for one offer for this application.   

  Customer Answer

  Date: 12/10/2022

   
  Complaint: 18529795
  
  I am rejecting this response because:I have met all of your terms of service and have not once broken them. Firstly, I do not even have another email account named ******************** My email is ********************** the only email I have thats ever been associated with Tapjoy and its the email Ive completed all of my offers with. And this is an offer I never previously completed. Just to add if this is the reason youre trying to not credit it me then why in the intital response your agent claimed I was not credited due to they were unable to confirm that I installed it for the first time. Having a separate account would be a different reason than being unable to confirm I installed it for the first time. None the less it was the first time I installed and completed this offer. It sounds like Tapjoy is trying to make excuses to not credit me my gems. You can also confirm with Tokyo Catch that I never got this amount of gems. The email for my account on there is ********************** as well and if you contact them about my account they can also let you know that I never received a transaction of ******. So there was no possible way that I was ever previously given this reward. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 12/15/2022

  What happened?

  The customers request was originally denied on December 8th because our system showed another account linked to the customer was awarded for the same offer (account: *******************). 

   

  What we did to help the customer/resolve?

  We were able to clarify in a subsequent case/complaint and conclude that the other account was for the Customers partner. Upon seeing their response and the notes left by the Associate handling the other case, we apologized to the Customer for the experience and awarded them via Goodwill. 

   

  How were things left with the customer?

  The Customer was awarded successfully on December 12th. A follow up email was sent to them to confirm if they have received the award.

• Initial Complaint

  Date:12/04/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I play a game on phone called Top Eleven. Tapjoy advertises on the game that it will give tokens to players that complete certain objectives from other apps. Tapjoy offered **** tokens for completing objectives for Mech Arena (screenshot attached). I completed all the objectives except the ****** XP for 469 coins. Tapjoy owes me **** tokens in Top Eleven. I have e-mail Tapjoy and complain about this and they say they don't have any record of me downloading the game. I provided screenshots to Tapjoy showing that I have 20 days to complete the objectives from the Top Eleven game. I go through the offer link from the game site. Tapjoy has done this several times to me and several others. This time I will put in a complaint. If Tapjoy can't keep up their end of the agreement,then they don't need to advertise on these game sites. I provided screenshots of the pending offer in Top Eleven plus screenshots of my ID and accomplishments in Mech Arena. I followed the instructions and downloaded the game through Tapjoy offer link. I just want Tapjoy to honor the advertised agreement.

  

  Business Response

  Date: 12/06/2022

  What happened?

  The Customer submitted a ticket stating they completed all milestones required to be rewarded for an offer. However, upon proof verification by Tapjoy's Management, it was found that not all of the requirements were met. The offer has a disclaimer prior to accepting that lets the Customer know they are ineligible for the offer if they are not awarded for the tutorial. The Customer was not awarded for this action and proceeded with the offer.

  
  What we did to help the customer/resolve?

  The Customer was informed of the reasons that can cause an offer not to be awarded and was reminded about how to check the offer's conditions to avoid any unrewarded efforts in the future.

   

  How were things left with the customer? 

  The Customer was not awarded due to not meeting the offer requirements, which state how to measure eligibility before proceeding with any monetary investments. Tapjoy's *************************** shared a screenshot showing the offer's disclaimer, which is listed before accepting the offer.

   

• Initial Complaint

  Date:12/02/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, this problem involves an offer I completed on the TapJoy Offer Wall. On November 27th, 2022 I completed the offer called Real Points, Real Cash, Give Your Opinion. Get Paid. To receive ***** gems on an app called Tokyo Catch. I was not initially credited after completing the offer so I submitted a report to TapJoy on the same day November 27th. Initially they got back to this report on November 28th stating that I would be receiving my gems within 2 days, but then 1 day later on the 29th they revoked this by stating I was no longer eligible for the offer because I completed it twice. This was not true though as I only completed this offer once. They can even check this through their system as Ive only reported this offer once for gems, which is this ongoing report so how could I have done it twice?. They have also now threatened me by stating they will permanently ban me for taking advantage of them which I have not done at all. If anything they have taken advantage of me by having me complete an offer and then try to not credit me. And I know I have not been credited even once for this offer as *** had the same amount of gems on Tokyo Catch for months. The case number on their end for this is ********. Attached is proof of my completion, the offer details, and the emails involved with this case.

  

  Business Response

  Date: 12/06/2022

  What happened?

  The Customer's device suffered an involuntary reset, which caused our system to attempt to reward the Customer for the offer on two device IDs. One of **********************'s Customer Support Representatives informed the Customer about these findings and after verifying with management, the delivery of the rewards on the Customer's new device was approved.

   

   

  What we did to help the customer/resolve?

  **********************'s *************************** reviewed the case and approved the reward after confirming the automated flag on the Customer's account was triggered by an involuntary reset.

   

   

  How were things left with the customer?

  The Customer was awarded the currency to their app profile to resolve the situation.

  Customer Answer

  Date: 12/06/2022

  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,
  
  *************************

• Initial Complaint

  Date:11/29/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company consistently drops the ball in terms of customer service. I sent an email about rewards that I was not awarded and uploaded the proof of purchase only to get an email back asking me to reply back with information that I already provided. That was hours ago and never heard anything back after I told them that I had already provided the information in the original request. This happens often and this is the last straw for me. I let them know that I would be filing this complaint as I fully believe this company is trying to scam me.

  

  Business Response

  Date: 12/06/2022

  What happened?
  The Customer is frustrated that the they were asked to send additional proof after they had initially sent proof showing they qualified to be awarded. The Customer has a good standing history and based on our protocol, we should not ask for additional proof from Customers under this category.

   

  
  What we did to help the customer/resolve?
  The Customer was awarded by a Representatives on November 30th and the currency should have reflected on their account within 24 hours.

  
  
  How were things left with the customer?
  The Customer was awarded on November 30th and did not respond to our last communication, so we believe they have received the award.

  Customer Answer

  Date: 12/06/2022

  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,
  
  *****************************

• Initial Complaint

  Date:11/29/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Tapjoy offers games in return for prizes but never awards anything. The games are all broken and rely on ads. This particular game scrabble go classic had an offer that equalled $30 on the **** freeplay app of 640lp. I downloaded it 10/29/22 and finished on 11/2/22. Even with photos of proof they would not honor the offer. There's also a 45 day complaint limit that they will not comply with. I've not gotten my rewards. Additionally I've tried 2 other games in the past month and they were false offers and broken app games. Tapjoy and offerwall are a complete scam and only answer support in form letters. I still want my prize. I'm not some beta tester for free. Tapjoy has given me 12 different reasons why I can't have the prize none of which are the same. Since there is only one ****** play to download from how could I have played the wrong game and that's my point.

  

  Business Response

  Date: 12/07/2022

  What happened?

  The customer created a case via an FAQ form on November 11th to be rewarded for completing all milestones of an offer. The case was assigned to an Associate on November 13th, who asked the customer for additional information so that we could locate their device and offer details. The customer responded with the information the following day and the Associate then located the information. We found that the Customer did not meet the terms of service for the offer, so they could not be rewarded. The Associate responded and informed the Customer of why they were ineligible to receive the awards. The Customer responded on November 15th contesting the denial and the Associate further explained how why the customer was not eligible for the rewards. The Customer did not respond to the ticket after this.
  
  
  The Customer created a new support case on November 27th for the same offer and stated that the reward amount had changed on the offer. Since they had already accomplished it before the change, they requested the original reward amount. The offer now was showing a lower value for completing the milestones. The case the Customer created was only for the first milestone of the offer, which had already been awarded on November 23rd. The offer at this time had showed as meeting the terms of service, so the Associate who handled the case on November 28th then advised the user of the first milestone being awarded and to create a new case for the highest milestone and we could work on that case to get the other milestones awarded. The Associate also advised the Customer that they would get the original reward amount. The Customer did not respond or create a new case as advised.
  
  
  The difference in reward amounts was due to the offers being taken under 2 different device IDs and on 2 separate occasions. The device ID was reset after the 1st time the offer was taken on October 29th. The Customer clicked on the offer again on November 23rd, at which time the offer reward amount had already changed. As the 2nd offer was taken as the one meeting our terms of service, the new reward amounts would be the valid one at this time.

   

   

  What we did to help the customer/resolve?

  The case was taken over by a Supervisor on December 1st. They explained that the offer amount had changed on the latest case, as it was recognized as a new instance by the system and advised the Customer to create a new case for the highest milestone on the current offer. From there, we could award the rest of the milestones and then award the difference in the total rewards.

   

   

  How were things left with the customer?

  A Supervisor awarded the difference in the total rewards between the 2 instances of the first offer. We waited on the Customer to create a new case to award the remaining currency on the current offer.
  
  

  The case automatically closed due to no response from the Customer. On December 1st, a Supervisor sent a follow up email to the customer to confirm receipt of the rewards and also to remind the Customer to create a new case for the remaining rewards to be awarded.
  
  The Customer has responded and the remaining currency difference was awarded on December 6th.

• Initial Complaint

  Date:11/28/2022

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, I play this mobile app Tokyo Catch that has an offerwall service called Tapjoy. Within Tapjoy youre allowed to complete actions or install games to get the in game currency of gems. November 24, 2022 they had a game offer to install Go Green! to reach ****meters for ****** gems currency. I installed this game straight off of their offerwall within the Tokyo Catch game. It took me straight to the ****** Play store and I installed it and played the game. I reached my ***** meters but never got my ****** gems. I had to submit a support request with Tapjoy for them to evaluate my proof. Now today on November 28, 2022 the Tapjoy emails me in regards to my case telling me After checking our system, I found that the "Go Green!" app install is not attributed to Tapjoy and that's why we are not able to confirm if this app was installed for the first time, this is why you're not eligible for the Reach a depth of **** meters in Go Green! offer. This is a complete lie considering Ive installed through their offerwall and I know it worked correctly since it went straight to the ****** Play store. This company Tapjoy is fraudulent and not the first time theyve wasted my time and not credited me my gems. I installed the game and played. Someone benefited off of that. I want my gems they offered off of their website because why have an offer available if theyre not intending to credit?

  

  Business Response

  Date: 12/01/2022

  What happened?
  The Customer created a ticket on 11/27/2022, but was initially denied due to not meeting terms of service. The Customer then responded, contesting the denial the same day. The Customer emailed again stating they had filed a case about this and included a video of how they installed the game. Upon receiving the Customer's email, the case was then escalated for goodwill award approval.
  

  
  What we did to help the Customer/resolve?
  The Customer was advised on 11/28/2022 that the case was being escalated for further review and the case was taken over by a Supervisor.
  

  
  How were things left with the Customer?
  The case was placed for goodwill approval. The Customer was notified that it could take 1-2 business days for this to appear on their account. The goodwill award was completed and currency sent on 11/30/2022.

  Customer Answer

  Date: 12/02/2022

  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,
  
  *************************

• Initial Complaint

  Date:11/24/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I accepted an offer to install a game and completed the required tasks in the time allotted and they refuse to honor their offer. I sent proof in a screenshot of the completed task and still they denied payment in the form of in game credit.

  

  Business Response

  Date: 11/29/2022

  What happened?

  The Customer filed a ticket on November 22nd, but was denied initially due to not meeting the terms of service. The Customer replied and requested to be rewarded, as they already spent money on the game. The Representative handling the ticket escalated the case to be awarded as a goodwill.

   

  What we did to help the Customer/resolve?

  The case was escalated to be awarded and was approved on November 25th. On November 28th, a Supervisor took over the case and sent a follow up email to the Customer to see if they needed any additional assistance. 

   

  How were things left with the Customer?

  The ticket was solved on November 25th and an email was sent to the Customer regarding the approved award status. 

• Initial Complaint

  Date:11/21/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I started a Tapjoy offer, "[Mafia City] Quickly increase Power and climb the City Rankings!," on 11/01/22 19:04 that gave multiple tier rewards. I completed the first tier reward on 11/02/22 07:04, allowing me to obtain the first tier reward "Reach ******* Power within 24h." I was also awarded for the next tier reward, "Reach ******* power within 3 days" but was later denied the rewards for the rest of the tiers on the basis that I had already received the rewards and the offer showed "glitches". I tried to ask for clarification on the glitches but have not received any answer after 2 weeks of my email. Tapjoy posts the offer as earning "up to ****** gems"; I was awarded only the first two reward tiers, ****** gems and ****** gems. The offer insinuates that players can be awarded every tier as long as they meet the conditions for each tier. No where in the offer does it limit the rewards to only tier because I would not have put the amount of money I did into this game. The offer is misleading and offers a higher reward to lure players to put time and money into the advertised game and then change their promises after players ask for the rewards.

  

  Business Response

  Date: 11/28/2022

  What Happened?

   

  This Customer raised a number of tickets due to not receiving their rewards for meeting the relevant milestones.

   

  What did we do to help Customer / Resolve?

   

  We investigated internally and escalated to Management and the Advertiser after discovering the Advertisers wording was inconsistent.

   

  How were things left with the Customer?

   

  We awarded the Customer their rewards, advising of timescales for them to appear in their account and worked with the Advertiser, letting them know to rectify their wording to prevent future misunderstanding.

   

   

  Customer Answer

  Date: 12/01/2022

  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,
  
  *****************

• Initial Complaint

  Date:11/14/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Tapjoy is an offerwall service that allows users to complete offers for advertisers in order to receive an incentive. Ive been using their services through an app called Tokyo Catch to receive the currency of gems. Ive recently completed an offer in their offerwall that made me install a game called Crashy Cops in the app store. I spent days playing this game to complete the Unlock all cars in Crashy Cops! offer. Once I completed this offer and didnt get credited my gems I contacted Tapjoy support and uploaded my proof. They responded on November 8th and APPROVED of my offer of ****** gems to be deposited into my account within two (2) business days. Once November 10th came around I never received those gems into my account and tried to contact them again through my case number (********) but there was no response. I took it upon myself to reach out through their website where I was told that it would take up to 5 days not 2. Then today (November 14th) comes around (still no currency) and I get an automated email telling me that im ineligible for the reward even though I had already been verified that I was approved. This company is fraudulent and I have proof of all of this.

  

  Business Response

  Date: 11/19/2022

  What happened?
  The Customer created a ticket on November 7th. Our associate found the Customer to be eligible for the rewards and escalated it to the Advertiser for awarding. The Customer did not receive the rewards in the usual time frame and sent two follow up messages on November 10th and 12th.

  The Advertiser denied the case on November 14th. Upon receiving notification of the denial, the Customer wrote back disputing the Advertiser denial. The Associate who received the response asked the Customer for additional proof on November 15th before escalating the case to a Supervisor. The Customer provided the proof requested and upon receiving this, the Associate escalated the case for approval to provide goodwill award.

   

  What we did to help the customer/resolve?
  On November 15th,  a Supervisor took over the case and responded to the Customer. They explained that the denial was done by the Advertiser, but we will be awarding them after receiving the additional proof they sent in.

   

  How were things left with the customer?
  The Customer was given a Goodwill award. We advised them that it could take 1-2 business days for this to appear on their account. The Goodwill award was completed and the currency was sent on November 16th.

  Customer Answer

  Date: 11/19/2022

  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,
  
  *************************