ComplaintsforUpside

• Initial Complaint

  06/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been dealing with GetUpside/ Upside since April 2021. They started on the right foot. Many transactions, few issues. But ever since October 2022, Many transactions, about half had issues. Whenever an issue occurs, it takes 11 days before it may be rectified. I follow the instructions, step 1 claim the offer, step 2 purchase within 4 hours, often I do the purchase quite immediately. Step 3, I use the credit card specified. Lately, I have been suspecting that Upside is nothing more than a scam.

  Business response

  06/26/2023

  Hi ******,

  Apologies for the confusing experience. We took a deeper dive into your account, and we see that you also use Way for cash back offers. Way's cash back offers are powered by Upside and cash back can't be earned on both platforms for the same transaction. When you received cash back for an offer via Way, you wouldn't receive cash back for the same offer via Upside and vice versa. We get that this is confusing, so I'm working with our engineering team to make this messaging clearer for future offers and future users. 

  In the meantime, I recommend that you choose one of the two apps for cash back offers in order to have a more seamless experience.

  Best,

  Upside Support

• Initial Complaint

  06/01/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased fuel at the racetrack indicated in the picture of the receipt today with an advertisement of 21 cents a gallon cashback applied to my bill. A few hours later when I checked it was processing at 6 cents a gallon. I noticed they had changed the offer but when I did it it was 21 cents a gallon off a regular fuel 87 octane. And I noticed this seems to be a common complaint. The 2nd part is they kick advertising the fuel For quite a bit less than what actually sells for. It shows at $3.02 /gallon for regular 87 octane but is actually $3.29 / gallon. And although they have an update price tab it changes back to the incorrect price after momentarily correcting the price. Too much false advertising here to get people in.

  Business response

  06/15/2023

  Dear *****,
  

  Occasionally, Upsides price may be different from the actual price on the sign at the station, however, we calculate your cash back based on the number of gallons of gas you purchased at the /gallon offer claimed. To learn more, please review this article.
  

  After looking further into your purchase, we can confirm you claimed an offer for $0.06/gallon and received $2.46 from a promo; receiving a total of $3.44 in cash back. 
  

  Should you have any questions, please reach out to [email protected]
  

  Sincerely,
  Upside Support

• Initial Complaint

  05/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 5/27, I got an email that even though my referral had filled up 10 gallons of gas, I was given one cent as referral instead of 10 cents as per the program. This referral is an old referral and is not a new referral so why did Upside decide to change the rate of bonus? Does it mean that whenever Upside decides to run a promotion, they can arbitrarily change existing referral bonuses to whatever they want without notice?

  Business response

  06/09/2023

  Dear *****,
  

  We can confirm that your referral experience changed - our team put you on a promotional amount! 
  

  However, we appreciate your feedback and have switched your referral experience back and have issued $0.40 for what you expected from your referrals purchases. In addition with our apologies, we've added a $0.30/gallon bonus towards your next processed fuel purchase. 
  

  If you have any additional questions, please reach out to [email protected].
  

  Sincerely,
  Upside Support

  Customer response

  06/12/2023

  [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 retain my old referral promotion structure instead of being moved to the new system. Could you ensure that I am not moved to the new system now or in the future please?
  
  Regards,
  
  ***** ***
  

  Business response

  06/22/2023

  Dear *****,
  

  Our Marketing Team confirmed your account is being processed to be reverted back to your previous referral experience. They also ensured that your referral experience wont be upgraded again. 
  

  Sincerely,
  Upside Support

  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: The 40 cent adjustment that was promised in the initial response was never applied to my account. Regards,   ***** ***                 
  

  Business response

  07/26/2023

  Hi, again,

  My apologies - there must have been a clerical error that prevented the $.40 from being added to your account. I've added a full $1.00 to make up for this issue, and I hope that helps.

  Best,
  L.R.
  Upside Support

  Customer response

  08/01/2023

  [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

  05/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Cashed out a digital gift card on Monday, May 8th, and still have yet to receive said gift card in my email. Its been well over 48hours and Im starting to believe it is never going to arrive.

  Business response

  05/25/2023

  Dear *****,
  
  We sincerely apologize for the delay in your gift card! On  May 16th, our support team provided you with your gift card code, to which you confirmed receiving on May 18th.  
  
  Should you have any additional questions, please reach out to [email protected]
  
  Sincerely, 
  Upside Support

• Initial Complaint

  05/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 8th I was supposed to receive 18% cash back at ******** in swansea IL up to $15. I spent $105.20. I received 3% back. I have a screen shot of the advertised promotion of 18% on the app prior to making the transaction. Upside did this to me last month too. I made a prior complaint. This app is false. I guess that's how you make money these days, by screwing your customers.

  Business response

  05/25/2023

  Dear *******,
  
  For your 5/8 grocery purchase, you received an initial $3.16 for the base grocery offer of 3%. As mentioned in your complaint ********, the additional 15% shown on this offer was from a promotion and capped at $10 as stated in the promotion email: "Bonus applies to first processed purchase of the month. Maximum $10 extra cash back from bonus." Your account was credited for both the base offer and the $10 bonus accordingly on 5/9/2023.
  
  Should you have any additional questions, please reach out to us directly at [email protected].
  

  Sincerely, 
  Upside Support

• Initial Complaint

  05/08/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I used the Upside app over the course of 6 months and had a balance of $15.83 on my account. I cashed out $15 for a target gift card. The $15 used to get a Target gift card was deducted from my account balance, but no gift card has been received. My transaction history on the app shows my history and amount earned with each transaction, adding up to a balance of $15.83. Yet, no cash out has actually been received on my end after almost two weeks. I cashed out the money for the gift card through the app on 4/27/23. I contacted customer service on 5/2/23 after waiting a fair amount of time for the gift card to come through. I have been corresponding with ************ back and forth for 5 days now. She has been sending me all sorts of crazy troubleshooting suggestions, none of which have resulted in a gift card being received. At this point, I feel the app is useless and not worth using if it's all a scam.

  Business response

  05/16/2023

  Dear ****,
  

  On May 11th, our Support Team informed you that you had a second account under an Apple Private Relay email, ************************************ and provided you with the gift card link. 
  

  If you wish to access this second account, please tap the Apple logo from the login screen in the app.
  

  Sincerely,
  Upside Support

• Initial Complaint

  05/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I've been trying to cash out my balance and am running into an issue woth the email verification. When I go to use the help section and message someone the ticket gets closed immediately and I get an email about unrelated topics. It would be nice to actually get some help woth this issue but it seems upside does not care. I have not been contacted by an actual person, only automated email responses.

  Business response

  05/24/2023

  Dear ***,
  

  As much as wed like to investigate this, we are unable to locate any accounts or support tickets under *******************. 
  

  Please send your invite code to [email protected] which can be found at the bottom of your Upside Profile.
  

  Sincerely,
  Upside Support

• Initial Complaint

  04/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Submitted withdrawal in the form of an E-gift card for $300+. Their app states to allow 24 hours to receive the email. I did not receive that email. I reached out to their customer support which replied and said to allow for 48 hours. It has been much more than 48 hours and still have not received it. I once again reached out to their rep and they havent responded at all. Very shady practices. Certainly feels like a scam for them to keep the money users build up.

  Business response

  05/16/2023

  Dear *****,
  
  On April 25th, a Support Agent provided you with the gift card link. Please refer back to Ticket # ******* from [email protected].
  
  Sincerely,
  Upside Support
  
  
  

• Initial Complaint

  04/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On April 9, 2023 we stopped at a ***** station located at **** *** ** *, Dickson, TN. I stopped here because of the cash back offered on my Upside app which was $0.09 per gallon. Upside no longer has you scan the receipt. You now claim the offer on their app, check in, and select which credit card on file on your account in the app you are using. They have once again pulled what I feel is a scam. After getting you to stop at one of their stations with a supposed cash back offer, they will not process the offer saying they now want the receipt days after the transaction. Since they no longer require people to scan the receipt, why would there be a need to save the receipt??? I have the station name, address, amount of cash back per gallon, and the total of purchase which was $67.00. I’ve noticed from other BBB complaints they have done other people this same “bait and switch” way. They no longer have you scan a receipt, then turn around days later, deny you their offer you’ve claimed (and gone through all of THEIR required steps on their app) based on a paper receipt they no longer require when you complete the transaction. These bait and switch business practices feel very much like a scam. I have already tried to work something out with Upside by email to no avail.

  Business response

  05/18/2023

  Dear ******,
  

  Regarding your 4/9 purchase, you stated in your email to Support that you used a **** card ending in ****. This card wasn't added to your wallet until 4/20, so we were unable to validate the 4/9 purchase via normal processing. However, an agent tried to assist on 4/20 and asked for a proof of purchase for the transaction. 
  
  Unfortunately, we are unable to process cash back due for offers beyond 21 days due to agreements with merchants. Should you not receive cash back for offers after 10 days in the future, please reach out to [email protected] with a screenshot of the charge from your banking app if you are unable to provide a receipt.
  

  Sincerely,
  Upside Support

• Initial Complaint

  03/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was provided a promotion of two restaurant visits would be awarded $10 dollars. Since then to SIX different restaurants of which I did not get the bonus as agreed. Then I started getting transactions cancelled for no reason, and denied to prevent me from getting the bonus. This appears to be a trick to just get people to use the businesses, and then they all of a sudden "deny" transactions for the purpose of not awarding what is advertised. I have tried several times to reach out, but keep getting the same email over and over again. There is no number to reach them. This is very misleading advertising.

  Business response

  05/09/2023

  Dear ******,
  

  On May 4th, our Support Team advised that the $10 bonus was added to your account, to which you replied, I was able to receive the info. You can close the BBB complaint. As such, we see this matter as resolved as well. 
  

  Sincerely,
  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. ↩