ComplaintsforIbotta, Inc.

• Initial Complaint

  10/17/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  ibotta just disactivated my account for someone else's doing i can not control what any of my referrals do how am I able to control someone else's action. I had ***** on my account that I worked hard for . I want my money this company is by far the worst once you start making money they find any way to keep it. I want my account reinstated because no one should be punished for what another grown adult did this is unfair. I also what to know exactly who they are talking about saying they were using the same device there could be any reason they used the same device for instance if their phone was broke and needed to scan a receipt and needed to use their friends phone although I'm unsure of the reason I should not be accountable for their actions and I would like my account to activated.

  Business response

  10/18/2021

  Hello and thank you for your concern regarding your account. We apologize for any frustration or inconvenience you *** have experienced. Upon investigation of your case. We see that there was fraudulent activity that went against our Terms Of Use. Due to the nature of our business, we reserve the right to deactivate Ibotta Saver accounts permanently based on shopping behavior or Ibotta ********** that *** indicate fraudulent activity. You can view our Terms of Use here: https://ibotta.com/docs/terms  If you have any further questions or concerns please reach out to our Account Review Team. Thank you and have a great day!

• Initial Complaint

  10/16/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I’ve an Ibotta account in which I withdrew my earnings of $50 in the form of Amazon gift card on 09/25/2021. I was supposed to get an email with the card info but I never did. I’ve attempted to contact them since 09/26 multiple times and called them but no response at all from them . The account has ********@*******.com and I’ve always had trouble and they had to force the email but I can’t get anyone to respond. Please help Thanks ************

  Business response

  10/17/2021

  Hello and thank you for your concern regarding your account. We took a look at your account and see that a member of our Care Team resent your gift card information to your inbox. Please make sure to check your spam folder. Please reach out to the Care Team for any further questions or concerns. Thank you. 

  Business response

  10/19/2021

  Thank you for your concern regarding your account. Unfortunately, when a saver submits a Help Desk ticket through the app, our replies are sent back to the email on the account. When a saver updates an email address on the account, the saver must have access to the old email and the new email in order to confirm the change. If the saver does not have access to the old email, please contact our Care Team by emailing them directly at [email protected]. For security, please remember to include the email address currently on the account, the email address you would like to update to, the name on the account as well as the date of birth. Once the email address has been updated, you will be able to resend your gift card to the new email from within the app. Have a great day. 

  Customer response

  10/19/2021

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

  ihave done that multiple times except putting my birthdate. I’ll do it again see if they update to the email I want. 
  thanks 

• Initial Complaint

  10/14/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have an account with ibotta that I use regularly. They originally pause my account for supposedly irregular shopping patterns. They then later banned my account for what they said was a referral scam. I referred a few people that were real and all had their own devices. They chose not to use the account after they helped me get the referral bonus which is their choice. I should not be banned whether or not someone uses their account. I still had $50 in my Ibotta account that I can no longer access. Thank you.

  Business response

  10/14/2021

  Thank you for the concern regarding your account. On 8/1/2021 the saver contacted our Care Team because he was locked from withdrawing his earnings. On 8/2/2021, our Account Review team informed the saver that inviting himself or others sharing the same mobile device and purchasing information violates our Terms of Use. Our team also informed him that sharing receipts is not allowed. His account was unlocked at that time for continued use. On 10/4/2021, the saver once again reached out because his account was locked from withdrawing. On 10/7/2021, our Account Review team asked for additional information to help make a decision regarding this account. On 10/8/2021 the saver replied that he does all the shopping for the household. On 10/12/2021 our Account review team informed that saver that his account was being deactivated for continued use of sharing receipts, submitting receipts for purchases that have not been purchase or retained by the saver, and inviting savers that share the same mobile device, receipts and inviting oneself. The saver's account has been permanently deactivated for the continued behavior after the Account Review Team alerted the saver that the behavior must stop. We apologize for the inconvenience and appreciate the saver's cooperation and understanding. Thank you.

  Customer response

  10/16/2021

  
  Complaint: ********
  
  I am rejecting this response because:

  What you are saying is not true  I have never done any of that  please give me my $50 and we can end this please

  
  Sincerely,
  
  ****** *****

• Initial Complaint

  10/13/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am unable to confirm my email with ibotta and have roughly $30 in my account. I had an old account that I could no longer access and that had flagged my new account according to their care team. I explained the situation and which email was the account I could access and they deleted the old one stating I should be able to use the new one now. I have repeatedly tried to confirm my email and have never received the confirmation because my email was previously “blacklisted” even though the other account has since been deleted. I went back and forth with customer service a few times with them saying I should receive the email now and nothing ever came through.

  Business response

  10/13/2021

  Hello *****. Thank you for reaching out and we apologize for the inconvenience. Ibotta's Care Team has sent you a follow-up email to further assist you in getting your email address and account updated. Please search all email folders, including junk and spam, and reply with the requested information. Thank you. 

  Customer response

  10/15/2021

  
  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.
  
  

• Initial Complaint

  10/04/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This site has you shop at certain retailers to accumulate dollar amount rewards. I try to join the back to school bonuses. The site said that I needed to access a desktop computer but I do not have one. I then proceeded to use my daughters laptop. Then my account froze with over $60 in credit. I was trying to resolve the issue with no response to my inquires of why they said I had fraud the site. They froze my account which had over $60. I requested that they pay me & havent heard from them since.

  Business response

  10/05/2021

  Hello. Thank you for the concern regarding your account. Our automated system flagged the Savers account for review based on one of the following reasons: *********** shopping behavior, or account audits. Per Ibotta's Terms of Use, Section **** and ****, Ibotta Savers may not exploit or attempt to exploit Ibottas referral bonus program in an effort to earn illegitimate referral bonuses or credit(s). Unfortunately, we are firm in deactivating the saver's account. Any earnings on the saver's account are forfeit with the deactivation. We appreciate the saver's cooperation and understanding. Thank you.

  Customer response

  10/11/2021

   
  Complaint: 15989848
  
  I am rejecting this response because:I have repeatedly asked for the specific reason why my account t was closed and you kept repeating the same reason that I was in not in compliance with with rules section 7.11and 7.12 as of this day they have still not provided me with an explanation of how this came to be and who I referred that was in violation I believe I am in full compliance and my account was closed by no fault of mine I believe that I am being singled out for no reason and insist that my account be reinstated or a more detailed explanation of exactly what was done to violate your rules 
  
  Sincerely,
  
  *******************

• Initial Complaint

  09/30/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I made a purchase on 7/24/21 from ********** through the Ibotta app to get cash back on my purchase in the amount of $45.52. I even got a confirmation from Ibotta that after the pending period which is advertised in the app as "up to 30 days after your stay" that I would receive the $45.52. The stay ended 8/18/21, and I waited 30 days to receive my money, I did not receive it and contacted customer service on 9/18/21. I received an email back from ******** stating that Ibotta needed to contact ********** for some unspecified information and that it would be resolved within 7 days. After 7 days I heard nothing back at all and contacted customer service again. This time I received a response back from ****** stating that they can not guarantee when they will hear back or when I will get my money. The app specifically states my pending period was going to be within 30 days. I would not have used it for this purchase had I known I would have this much difficulty. Ticket number is #********

  Business response

  10/01/2021

  Hello. Thank you for the concern regarding your account and we apologize for the delay. The user contacted our Care Team on 9/18/21 regarding their ********** order. On 9/19/21, our Care Team replied to the user that we have since escalated the user's information to our third party in regards to the missing order. On 09/20/21, the user replied with the request to check on the status, our Care Team informed the user that we are still awaiting information regarding their ********** purchase. We have escalated the user's information to our third party in regards to the missing order. Although we cannot guarantee when we will hear back, we can guarantee that we will hear back and we will keep the user updated via their Help Center ticket. We appreciate the user's patience and understanding. Thank you.

  Business response

  10/14/2021

  Thank you for the concern regarding your account. We apologize for the confusion and delay. The saver originally reached out on 9/18/2021 with a concern that her $45.51 cash back for her ********** offer had not been applied to her account. We informed her on 9/19/2021 that we escalated the information to check on the missing order. This information is handled through a third party vendor who also works with the retailer in question. Unfortunately, we do not have a direct timeframe of how long this process takes since all parties involved must research why the cash back was not applied and the order was missing. The Saver reached out on 9/27/2021 asking for a follow up. On 9/28/2021 we informed her that we still had not heard back from our third party vendor but we would contact the saver once we heard back. To date, our vendor still has not provided a solution. Our Care Team has replied to the Saver and provided cash back in the amount of $45.51. But please note, if the third party vendor provides credit, this will duplicate the earnings and a reversal of the credit may be completed. We hope this helps. Have a great day. 
  
  

  Customer response

  10/15/2021

  
  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

  09/30/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I joined Ibotta and finally accumulated 23.00 in my account. I applied for a 20.00 gift card to ******. I never received it. I notified Ibotta and have not received a solution to this issue. It states gift cards are sent within 1 - 24 hours. It has been three to four days. I received "a ticket" with no results. I hope you can help.

  Business response

  10/01/2021

  Hello and thank you for your concern regarding your account. The Saver wrote into the Care team regarding issues receiving their gift card. A member of our Care Team has replied to the savers Help Desk request and has resent the savers gift card. If you have any further questions or need further assistance, please reach out to the Care team. Thank you and have a great day. 

  Customer response

  10/01/2021

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

  I did receive the 20.00 ****** gift card but I received it ONLY AFTER CONTACTING BBB. Thank you BBB for the intervention

• Initial Complaint

  09/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased 4 Sargento shredded cheeses, 3 Creamery for a dollar back on each. Since I bought multiple kinds Ibotta is not recognizing the offers & giving me the rebate credit. So I contacted the Ibotta help desk They are asking me to not only submit the upc but now asking me to take photos of the front . This is not a requirement of any Ibotta user. I didn’t sign up for that. I quit another app where I scanned all my grocery upc’s because it was too time consuming. Ibotta help team does not send a link to attach any of the upc or the photo of the front of the package, so I have no way to send or attach what they are asking, & this isn’t the first time asking for a photo of the package. A lot of offers are for a limited time and often reset after submitting an offer with 24 hours, and their taking two days to get back to me and me not being able to submit the photos and upc is burning up the days of the offer They owe me $3 and they need to start sending a link to attach photo

  Business response

  09/28/2021

  Hello. Thank you for the concern regarding your account. The Saver contacted our Care Team regarding a missed credit for the Sargento Creamery Slices or Shreds on September 25, 2021. Our Care Team replied on September 28, 2021 letting the Saver know that all eligible offers were credited. This response aligns with our current Care Team estimated wait response time. You can view the current estimated response wait time by copying and pasting the link below into your web browser.
  **********************************************************************************************************
  We are aware of the glitch in the app that prevents some offers from being credited and will notify you if we have come to a resolution. In the meantime, we ask that you contact our Help Center and our Care Team will be more than happy to issue credit for your purchases. While we understand the frustration of the app not working properly, we appreciate your understanding and patience as we look to refine our services. Please let us know if there are any further questions or concerns.
  

  Customer response

  09/29/2021

  
  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

  09/26/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I started a account years ago and had reached out to Ibotta via social media ********** and asked how many accounts I could have per phone at which time I only had one. They themselves answered and stated two per phone. I started another account on my phone as per the answer they gave me. When my son upgraded his phone I switched one account over to his old phone as it was easier instead of logging in and out on my phone. Recently Ibotta deactivated my accounts. I followed information they themselves gave me. Why would they give customers wrong information on purpose? I had almost a $100 they kept after being reimbursed by the companies I purchased items through their app.

  Business response

  09/27/2021

  Hello. Thank you for the concern regarding your account. The saver's account was deactivated on 09/23/2021 for having more than one active account in our system associated with your information. Please note, at this time, Ibotta Savers are only allowed one (1) account for use. Unfortunately, we are firm in our decision to maintain deactivation of the saver's accounts. We appreciate the saver's cooperation and understanding.

  Customer response

  09/27/2021

   
  Complaint: 15908231
  
  I am rejecting this response because:

  Ibottas own representatives told me through ******** messenger that we were allowed two accounts per phone when I asked them how many accounts were allowed. You can not hold a customer responsible for a employees wrong answer. Ive worked plenty of customer service jobs over the years and if I gave them wrong information its not their fault its the fault of the employee and company.

  i have asked for a corporate phone number a couple of times to actually speak to someone. Their response time to customers issues is long.

  
  Sincerely,
  
  *****************

• Initial Complaint

  09/24/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hey I have an account with Ibotta where you scan recipes and they pay you and its like $10 per referral once you refer somebody you get like $10 and that person gets $10 the only website I been promoting it on was ******** thats it and I have the right to post that info because its just getting people to sign up with my link then here comes today I get a email saying I violated there terms and use and I dont see how at all I havent did anything wrong cant acces to my account or anything had like $130 dollars on there to pay my cable **** with and they disable my account and Im highly upset because now I dont know what else to do hopefully yall can resolve the issue fast for me

  Business response

  09/25/2021

  Hello and thank you for reaching out.  Based on a thorough review of the saver's account, Ibotta remains firm in our decision to maintain the deactivation of your account. While reviewing your account, we verified you created more than one account to earn cash from our referral program. Please note this is a violation of Ibottas Terms of Use.
  
  For further information, please reference section **** and **** of our Terms of Use: https://ibotta.com/docs/terms
  
  While reviewing your account we verified at least one of your referrals used the same account or purchase information.
  
  Please note, Savers will not be eligible to earn referral bonuses if they invite other savers who share the same mobile device, create multiple accounts, or attempt to exploit our referral program in any way. Such actions violate our Terms of Use and can result in a Saver's account being terminated and any referral bonuses being rescinded.
  
  Per Ibotta's Terms of Use, Section **** and ****, Ibotta Savers may not exploit or attempt to exploit Ibottas referral bonus program in an effort to earn illegitimate referral(s) cash. This includes the following: inviting oneself on an additional account or inviting others who share the same mobile device.

  Due to the aggressive and inappropriate language, Ibotta has ended communication with the saver. Thank you. 

   

*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. ↩