ComplaintsforUpside

• Initial Complaint

  09/30/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  in august ans september i was using upside for cash back for gas, i am an **** driver and used it pretty often. they process cash back n 1-4 s=days according to their policy. if not contact them after 10 days. i had to contact them over 5 times for each separate cash back, providing receipts with info, last one was gas on holiday 9/22/23 for 10.02 gal. also when searching for best gas discount on the ir app i came accross .26cent off, however after purchase their processing system is saying its only .19 cents off. they are scaming people into going to certain gas stations and then you have to contact them and provide all this details and photo ti prove it was your purchase, for every SINGLE purchase. they are never on time and i dont need to be reminding them how their app works. nothing was paid to them, they just show you the amont off at that day on holiday gas station and you pick where to go make purchase fpr cash back from upside. also upon contacting them they say they have to wait till gas station confirms my purchase......everyone seeking cahs back need to attach receipt of purchase that shows where, when, how many and how much. After so many issues in august i started writing amounts off, on my receipts.

  Business response

  10/19/2023

  Hi, there,

  I checked my systems and found that my colleague **** emailed you about the issue you had with offers. I concur with his assessment that not having the cards you're using for your purchases in your Wallet in the app could cause offers to fail. I also see in his email that you were able to recently cash out to your bank account - as he mentioned, that will show in your account as "ACH DEP UPSIDE XXXXXXXXX." 

  Please know that ****** email may have gone to a spam folder if you haven't seen it yet, but his explanation of how cards in the wallet function, as well as his breakdown of base offers and bonuses in the app, is all correct and pertinent to your situation. I hope this clarifies things.
  
  Best,
  ****
  Upside Support

• Initial Complaint

  08/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  March 24 I cashed out my upside rewards to an $81 ****** gift card. The information provided by upside stated I should see the gift card in my email within 48 hours. After 48 hours I had not received the gift card, and had checked my junk and trash email folders; I contacted Upside support March 26. I spoke with ************** throughout this process. She asked for my credentials of how I set up Upside and I provided them. April 1 she sent me the link for my ****** gift card but when I clicked on it, it had already been redeemed. ***** responded two days later on April 3. In the meantime I contacted ****** to find out when the gift card was redeemed and any other information I could gather. I learned that my electronic gift card was "purchased" March 24, which is when I requested it, and they told me the remaining balance. That's all ****** could share with me. April 3 ***** said she could see my upside rewards were successfully cashed out from my device (correct) and sent to my email (that I never received). She suggested I update my email credentials and provided a link to check for data breaches, which would identify if my information had been compromised. I followed all the checks recommended by upside and there was no unusual activity. *** determined the gift card was not compromised from my email account. Upon further research, I found that I have not received an Email from upside since February 28, up to this date I was receiving emails each time I used the app. I take this lack of transparency as the compromise happened with upside and they're unwilling to admit to it, look into it, or fix the mistake. The support staff was unable to resolve my request and I elevated to arbitration. I sent a certified letter to their Washington DC address and it was received May 30th. To-date I have not had a response from upside. Their website listed arbitration as a six week process. Currently its been 12 weeks with no response.

  Business response

  09/08/2023

  Hi, *****,

  I checked our system and found the correspondence via email sent to you from my colleague **** - his explanation is a correct and thorough account of the situation at hand with your gift card and email account. Should you have any additional questions, you'll be answered the most promptly by replying to his email to you directly.

  Best,
  ****
  Upside Support

• Initial Complaint

  08/15/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I had a balance of over $45 on my UPSIDE account and the app stopped working so I followed the advice of their online support to update my app. When I did my rewards disappeared. They don't have a phone number or a valid email address to get support. Anybody have any suggestions as to how to reach them?

  Business response

  08/30/2023

  Regarding the claim "They don't have a phone number or a valid email address to get support.": Contacting the support team is easily found on our website ***************************************, under Customer Support, which directs customers to the FAQ and support portal: *************************************************** where they can contact our team 24/7. This support portal is also available via the Upside mobile app under the "Help" option in our menu. 

  Business response

  08/30/2023

  ******,
  
  One of our senior support agents reached out to you via email on Aug 18th to provide instructions on how to log in to your account with a balance of $33.51; we have not received a response to our email yet. Please let us know if you need any further assistance with logging in to your original account by replying to the email and our team will be happy to assist further!
  
  Best,
  ******
  Upside Senior Customer Support Lead

  Customer response

  08/30/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  08/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed up for upside about a month ago after using it one time. They sent me and offer to get $20 for each new referral. I got up to 11 but some didn't qualify because they didn't spend $10 okay no problem. I still got up to $40 and when I went to cash out was told my account was locked. Reached out to them and they said that because my father used my old phone to sign up it locked his account and mine. Therefore they refused to pay me the cash out. Would definitely not recommend wasting time and money with them and customer service is zero help.

  Business response

  08/18/2023

  This customer's account was terminated for breaking our Terms of Service regarding multiple accounts. While reviewing the account in a routine fraud prevention sweep, we found that 7 accounts were created on the same device, 6 of which used the referral code from ******************** to earn bonuses intended for new users:

  ********************
  ***********************
  ************************
  **************************
  ********************
  ************************
  **************************
  *********************
  
  From our TOS: "Because our Services generate rewards offers that are personalized, as well as bonuses to incentivize referrals, creating multiple accounts is prohibited and considered fraudulent activity. Upside will not be liable for any loss or damage arising from your failure to comply with this Section." Text in full here: **************************************************************

  Business response

  08/18/2023

  ******,
  
  As our support agent previously stated in ticket ******* on August 7th, 2023, your account was reviewed by a manager and terminated for violating our Terms of Service by creating multiple accounts. We have provided the list of accounts to the BBB for reference. 
  
  Per our Terms of Service, "Each individual is permitted to create one account. Because our Services generate rewards offers that are personalized, as well as bonuses to incentivize referrals, creating multiple accounts is prohibited and considered fraudulent activity. Upside will not be liable for any loss or damage arising from your failure to comply with this Section." The full text of Terms of Service is available at **************************************************;
  
  Your most recent request on the support ticket was to delete your account; this request is currently queued and will be resolved within 3-5 business days.
  
  Upside considers this matter resolved. 
  
  Best,
  ******
  Upside Senior Customer Support Lead
  

  Customer response

  08/25/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: I never made another account.  An account was logged into my phone for another user and the business claims this was creating another account.  The business is clearly a scam when it comes to honoring higher pay outs as proven by the multiple complaints.  I stand by my original statement and just requested my account be deleted because they obviously had no intention of honoring the promotion.
  
  Regards,
  
  ****************************
  

  Business response

  09/20/2023

  Hi, again,

  I see in my system that ****** sent you the following email on August 21st:

  "We are writing regarding your request to delete your Personal Information, as specified in our privacy policy.
   
  Thank you for your patience; we have completed your request. As noted in our privacy policy, we have deleted all personally identifiable information (except such information that Upside is legally permitted to preserve for narrow business purposes) and ensured that all other Personal Information we have collected about you is no longer capable of being associated with your personal identity.
   
  We have also deleted your login credentials, and thus your Upside account, which now prevents you from continuing to use the Services."

  Upside now considers this matter closed.

  Best,
  ****
  Upside Support

• Initial Complaint

  08/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought gas at ******** via UPSIDE on July 26. Upside offered me $1.60/gal cashback. Because I bought 14.095gal, I should get $22.49 cashback. But after 10 days, I did not get any cashback and I contacted Upside. They added $1.55 to my account and told me that the offer was not honored this time and I should redeem the offer with next purchase. It felt like a trap to the customer because they cannot honor the offer as they promised.

  Business response

  08/22/2023

  Hi, there,

  I looked in our system and I see that my colleague **** was able to correspond with you regarding your offers - I hope you were able to receive his message. Those can sometimes go to a spam folder, even if it's part of an email thread.
  
  I concur with his assessment in his latest response: I'm really sorry for the failed offer on this transaction. As previously explained to you, we aren't able to manually include the bonus in the manual adjustment for this purchase. This is because the bonus isn't used up when claiming an offer. It will remain active and will automatically be applied to your next purchase.

  Feel free to respond to his email if you have any additional questions - that's the fastest way to be assisted!

  Best,
  ****
  Upside Support

• Initial Complaint

  07/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have used upside with my gas purchases. The majority of them say expired even though its been an active offer when I get to the gas station and I complete after fueling.

  Business response

  08/02/2023

  Hi, there,

  I checked our system and I see my colleague **** wrote to you on July 26th, inviting you to submit any issues you see with offers with this form: ********************************************************************************************** - I hope you received his message!

  We do always want our users to receive their cash back, so please feel free to use that form, and if you'd like, you're welcome to let **** know if you have any questions.

  Best,
  ****
  Upside Support

• Initial Complaint

  07/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The getupside app claimed that I created fraudulent accounts on their app and refuses to pay out the money owed to me. During their promotion i signed up my two children to use the app but since they signed up on my phone they say that i created fraudulent accounts. My wife's phone is used for work and not these types of things. they created their accounts on my phone so that when they need gas, they need to go through the whole process of finding the right deal, getting their cards and going through the process to get gas. On my account I went to cash out the $200 i have earned on it. I never attempted to cash out each kids $18 because that's their money and im not cashing out money that they made. I told the getupside app if it was an issue to take back the $30 bonus i received and their $15 bonus each. It shouldn't be taken away because I didn't do anything illegal but i still deserve the $170 back and if they want to cancel my account after that, then go ahead but i deserve what I earned.

  Business response

  07/17/2023

  *****,
  
  As stated in the email from our Support team (Ticket *******), creating multiple accounts is prohibited and considered fraudulent activity per our Terms of Service.
  
  You stated in your complaint that you only created two additional accounts for your children, but our account review found that there were four additional accounts that have logged in to your mobile device aside from your primary account under ********************* All of the accounts sharing your mobile device also used your referral code.
  
  Your accounts will remain locked, and this is a final determination.
  
  Ive provided the relevant sections of our Terms of Service below. You can find the text in full at ********************************************.
  
  - "Each individual is permitted to create one account. Because our Services generate rewards offers that are personalized, as well as bonuses to incentivize referrals, creating multiple accounts is prohibited and considered fraudulent activity. Upside will not be liable for any loss or damage arising from your failure to comply with this Section."
  
  - "If we determine in our sole discretion that you have violated the Terms of Service, we may in our sole discretion and as permitted by law terminate your account and forfeit or cancel any pending, current, or future Cash Back rewards balance you may have. We will notify you of such termination at the email address associated with your account, and such termination shall be effective immediately."
  
  I hope this information clarifies the situation surrounding your account.

  Customer response

  07/18/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  I would  like to know what other accounts were made under my name? Because I’m a trainer and I work with a lot of older people who don’t understand phones and aren’t great with apps. So there has been some that I have made under my phone and then put on their phone and never used from me. 

  I’m sure exactly what the emails were but the **** one was made on my phone for a client and was never used. I know for sure that one was made on my phone but my buddy said he wasn’t going to do it.  There was a ******** one that’s for a co-worker of mine, once made, we put it on her phone and she has used it a lot but she did tell me yesterday that she didn’t get any money and I explained to her that it was because of my account. My dad, ***/***** ***** might have been created on my phone and then put onto his, also the same with **** *******. These are what I’m thinking you’re talking about. I did to help them get it onto their phone and not to screw the system. I would create it, show them how it works and then put it on their phone. None of the purchases on theirs has any information that is mine. It’s their cards, their phone but was put onto their phones by me. I was so excited with the money I was saving and trying to get as many people as I could to do it and it was easier for them when I would create it, show them and then they knew how to use it. **** ***** who signed up said how I should be a sales person for them because of how I would try and get everyone to do it. It’s hard for me to gain money on it because I don’t drive much and as of tomorrow, it will be the first time not using the app. I’m sorry that I was trying to get as many people to do it as I could. I was trying to show people how great the app was. It wasn’t me making accounts and then using them, it was me making accounts for people so they could use it. My clients were very questionable about it until I explained it to them. I would really appreciate you telling me which ones I opened on my phone and give me a chance to tell you every situation. It really wasn’t me screwing or making illegal accounts, it was me helping people signup. 
  

  *********************;

  Regards,

  *********************************

• Initial Complaint

  07/03/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My cash back money has never been issued from my purchase on June 15th, 2023 in Springerville, Az. I received a message from Upside stating Still Processing. Why so long to process? Where is my cash-back? Please issue my cash back.

  Business response

  07/20/2023

  Hi, ******,

  I took a look in our system and I see that my colleague **** has emailed with you about your issue, and it looks like everything is all cleared up! I hope that all is well, but please feel free to reply to his email to you if you have further questions.
  
  Best,
  L.R.
  Upside Support

  Customer response

  07/24/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***************************
  

• Initial Complaint

  06/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 17 I scanned to see restaurants that were offering extra percentage back on purchase and found ** ******* which was near. So I decided to give them a try. It’s been ‘in processing’ now for 10 days. Have encountered issues numerous times where they show in processing for several days and then ‘expired’, something seems off with this. If they aren’t going to honor their advertising they shouldn’t be allowed to advertise/do business. Very disappointing. 

  Business response

  07/17/2023

  Hi, ******,

  I looked in our system and saw that my colleague **** was able to reach out via email, from our support address, regarding your issue here! He sent you our form, that you're welcome to use any time an offer needs to be investigated. This is that link in case you need it! **********************************************************************************************
  
  Gelo also used the information in order to give you the funds for your offer through our manual system. You should have received those by now, but if not, please feel free to reply to his email. Please know it may have gone to a spam folder.

  I hope this helps!
  
  L.R.
  Upside Support

• Initial Complaint

  06/16/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 6/10/23, I claimed an offer for .71/gallon at ********* in Port Jervis at approximately 8:30am. At 9:21am I purchased 25.330 gallons of gas from the above station. A glitch in the app prevented me from viewing or uploading my CC numbers or allowing me to upload receipts. I contacted support about this and after troubleshooting was told they had to forward my phone's info to their engineers for a solution. I was also told 'Furthermore, regarding your offer, we've received the details of your purchase and it is being validated by ****** You can expect confirmation by: June 20th, 2023. Once the retailer confirms all conditions were met, you'll receive an email letting you know when it's complete.' On 6/15/23 I noticed my history said for 6/10 'Expired, missing proof of purchase'. I contacted support again providing my receipt for the second time in hopes of a resolution. I was informed I have .25 cents manually added to my account. When I stated I was confused about the amount I was told the breakdown was .01/gallon X 25 gallons= .25cents. I then stated that doesn't match the offer I claimed and purchased within the 4 hour period of .71/gallon and was told they couldn't manually add that. I asked why am I being punished for a glitch in their app preventing me from adding my information and was greeted with a number of vague and confusing responses about cashback and offers not validated electronically need alternate proof of purchase. I then emailed back both the requested receipt and bank statement, but was told they can't adjust it to the claimed offer. When I asked if I just have to wait for the system to update the offer or if im stuck with .25 despite the claimed offer I was told they checked my transaction and it was completed on 6/15/23 for .25. Completely unhelpful and disconnected from the problem I am experiencing. Even though I still have .70 plus offer on my account it is completely useless because the glitch continues regardless of the offer displayed.

  Business response

  06/30/2023

  Hi, *******,

  I see that my associate **** was able to write to you via our support email yesterday, June 29th, with some background information on why you received the amount of cash back that you did. We're working on making offers and bonuses more clearly laid out in order to help our users, and I hope ********** message helped to clarify things!

  Best,
  L.R.
  Upside Support

*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. ↩