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:06/21/2024

  Type:Billing 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.

  Fraudulent charges on my account

  Business Response

  Date: 06/21/2024

  Hi ****************,
  
  Were very sorry to hear that your card information was compromised. We want to make clear that Fluz, as a company, was not responsible for compromising your card information. We do not have access to your card details. We are an online app-based marketplace that accepts a variety of payment methods. Its possible that someone got a hold of your card information and used it to make a purchase on our platform. It is also possible that the card was already compromised before you purchased it.
  
  We've found from our records that you've recently reported the charge to us, and that case has since been successfully resolved. We appreciate you reaching out to our team.
  Kindly check your email for the latest status of your case.

• Initial Complaint

  Date:04/29/2024

  Type:Sales and Advertising 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.

  Date of the transaction: 03/12/2024 Amount: $160.00 Service: Uber Gift Card Nature of dispute: I initiated a purchase for one $160.00 uber gift card on the Fluz app. While going through checkout, I received an error message that my purchase did not go through, the app then timed out, closed, reopened and then I received two transaction receipts/notifications for $160.00. They did provide two $160.00 Uber gift cards. I emailed them with the issue requesting a refund for one of the gift cards as I had intended to use the other one. They wanted to know which gift card I wanted a refund for. I told them I did not know as it is not possible to check the balance on an Uber gift card without redeeming the gift card first. And if I had redeemed the gift card, then I would not be able to get a refund. **** from Fluz understood and requested a refund. I then received a notification from Fluz that my refund was declined as I had redeemed the gift card. I emailed in once again as I had only redeemed one of the gift cards. I did not hear back from them. This was over a month of emails and interactions. I actually gave up and decided that I would just keep the gift card as it was clear they weren't going to help me. So i went to redeem the gift card and it said it was already redeemed. I then emailed in again explaining the situation one more time. They said I had to confirm where the gc was redeemed. I contacted Uber support and they gave me only the first name on account that redeemed my gc. The name was "FLUZ Two". Fluz redeemed my gift card for $160.00 and also have not issued a refund. So I called again Friday, April 19th and talked to Lei. She confirmed my case number from my email and I provided the email from Uber confirming where the gc was redeemed. I have emailed them 3 more times since then and no one will respond. They have completely ghosted me, have my money and my gift card. I would consider this theft or fraud at this point.

  Business Response

  Date: 04/30/2024

  Hi ********************,
  
  We're truly sorry to hear about what you've experienced.
  
  Upon checking, we can see that you've continued communicating with us and we're glad to see that our representative has since been able to assist you in processing a refund for the transaction. Please check your email for the latest status.
  
   Thanks for raising this concern and we really appreciate your patience.
  

  
  

• Initial Complaint

  Date:04/09/2024

  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.

  I have been having repeated issues with the app and their team has been unresponsive despite several email and text follow-**** (1) They changed their minimum gift card redemption terms without notifying customers - I asked where/when this notification was sent over a month ago and no one has gotten back. (2) I met their minimum terms in March and have no credits after March 1st. I would like Fluz to fully address both and clarify why I have been following up repeatedly without any response.

  Business Response

  Date: 04/10/2024

  Hi *** *******, Were very sorry to hear about this. We have already started reading through your communications with us and are working to find a resolution. Please expect to hear from us within the week about this. Thank you for your patience

  Customer Answer

  Date: 04/18/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  *********************************
  
  
  
   
  
  

• Initial Complaint

  Date:12/20/2023

  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 tried purchasing a $50 Amazon gift card on Fluz on Nov 28, 2023. However, the transaction failed. But the $50 was charged to my bank account. The ****************** customer admitted that I didn't get the gift card and said they would issue the refund. However, I never got the refund even after two weeks, even though Fluz said they had sent the refund to my bank account.Please see the attached email history with the Fluz customer.Thank you for your help!

  Business Response

  Date: 12/20/2023

  Hi *******, We appreciate you bringing this to our attention. We're truly sorry for any inconvenience this may have caused and for the possible continued delay you are experiencing in receiving your refund. Allow us to check in on the team to get the latest update on your case. Rest assured that we'll be letting you know as soon as we hear from them.

  Customer Answer

  Date: 12/22/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  ******* ***
  
  
  
   
  
  

• Initial Complaint

  Date:10/05/2023

  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.

  My account is associated with email address ***************** with $200 of purchases made between July and September. A total of $11.85 cashback was earned, promised to be able to be cashed out when $15 is reached. On 2023-09-21, I attempted to participate in the advertised ******* gift card promotion. I encountered technical issues with the app where it would briefly show my list of payment methods and then show a blank box with only the option to add a payment method; I attempted to re-add a payment method several times and also switched between two mobile phones, thinking that it was a bug with the app. Later I realized that only certain types of payments would work i.e. adding a bank account, so I linked my bank account.This seemed to trigger a safety review where Fluz asked for personal information including ID card. I followed the steps required in the app.Hours later, I discovered my account was "paused". The app states: "You can request to have your account reactivated or closed, and transfer any available cash balance to an account of your choosing."I asked for my account to be reinstated, but support would not do so and gave no specific reason, only some "possible reasons":1. Our security filters keep flagging your account.2. Your account is associated with other accounts that have been flagged by our security filters.3. Irregular device activity.I then asked to cash out my balance, but was refused on the basis that I hadn't reached the $15 minimum.This puts me in an impossible situation where I can neither earn the remaining cashback required to reach the minimum since my account can't be reinstated, nor can I cash out my earned cashback.I do not believe that any of my activity is out of the ordinary for regular user activity, and I feel that I have been misled into spending money on Fluz; I would not have done so if I knew that the promised cashback would become impossible to redeem because of some kind of automated security filters.

  Business Response

  Date: 10/26/2023

  Hi *******,
  
  Unfortunately, your account was flagged for suspicious activity and as such, any further activity was prevented.  We apologize for any inconvenience this may have caused. Please check your email. Weve reached out directly to settle this matter positively.
  
  Thank you.
  

  Customer Answer

  Date: 11/01/2023

  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 and the matter has been resolved.

  The business was able to pay out the cashback owed as requested.
  
  Sincerely,
  
  ****************
  
  
  
   
  
  

• Initial Complaint

  Date:07/12/2023

  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.

  Fluz has failed to give me the cashback that I earned for gift card purchases. I earned $60 in cashback but the money was never deposited to my account by ******************. They owe me my earnins.Order ID: ******* for Mastercard Gift Card B2B for $200 dated last 7/2/23 Order ID: ******* for Mastercard Gift Card B2B for $200 dated last 7/2/23 Order ID: ******* for Mastercard Gift Card B2B for $200 dated last 6/30/23 Order ID: ******* for Mastercard Gift Card B2B for $200 dated last 6/29/23 Order ID: ******* for Mastercard Gift Card B2B for $200 dated last 6/29/23 Order ID: ******* for **** Gift Card B2B for $200 dated last 6/28/23 Order ID: ******* for Mastercard Gift Card B2B for $200 dated last 6/28/23 Order ID: ******* for Mastercard Gift Card B2B for $200 dated last 6/28/23 Order ID: ******* for Mastercard Gift Card B2B for $200 dated last 6/26/23 Order ID: ******* for Mastercard Gift Card B2B for $200 dated last 6/26/23

  Business Response

  Date: 07/12/2023

  Hi *****,
  
  We're sorry to hear about what happened. Upon checking, we can see that you already have an existing ticket with our support team and the issue you encountered with your Cashback had already been raised to the team for further investigation.
  
  Rest assured that we'll getting to the bottom of this and we'll be informing you as soon as we have an update. We appreciate your patience and understanding through this wait.

  Customer Answer

  Date: 07/13/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  Fluz has not solved this issue. I have yet to receive the $60 in cashback that I clearly earned. My cashback earned needs to be deposited to my account.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 07/14/2023

  Hi *****,
  
  We apologize for any confusion regarding your cash back.
  
  We want to assure you that the $60 cashback has indeed been credited to your Fluz Balance. However, you may not see it in your Fluz wallet anymore, and we understand that this might be causing the confusion. The reason for this is that your Fluz Balance was utilized as a funding source for two recent purchases.
  
  To provide you with a clearer understanding, we have sent you an email that breaks down the Purchase IDs and includes details of the transactions that were made using your Fluz Balance.
  
  
  Thank you for your understanding.
  
  Best regards,
  
  

• Initial Complaint

  Date:07/10/2023

  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.

  I purchased a single $50 amazon gift card as part of Fluz's recent Amazon party and used my bank account to pay but I was double charged. I have contacted Fluz support and have spent almost 2 days waiting for them but have received only generic "let me follow up" responses so far. I would like a refund of the second $50 ACH transaction.

  Business Response

  Date: 07/11/2023

  Hi ****!

  Weve replied to your support ticket already! Apologies that it took us a few days to locate the extra $50 charge. It turns out you had another account where the charge was from. What happened was the transaction failed but the charge still pushed through (it was a one-off issue). Weve already refunded that charge and you should see it in your account back to next .

   Thanks for raising the concern and we really appreciate your patience.

  
  

• Initial Complaint

  Date:05/16/2023

  Type:Billing 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.

  My $100.00 Master Card gift card from a Publix grocery store in *******, ** (purchased 12/24) had an unauthorized charge of $99. I went to use the card at a ***** and was told it only had $1 on the card. When I went to register the card today I found out that the $99 charge was by Fluz, LLC. I would like the $99 returned.

  Business Response

  Date: 05/16/2023

  Hi *******, were very sorry to hear that your card information was compromised. We want to make clear that Fluz, as a company, was not responsible for compromising your card information. We do not have access to your card details. We are an online app-based marketplace that accepts a variety of payment methods. Its possible that someone got a hold of your card information and used it to make a purchase on our platform. It is also possible that the card was already compromised before you purchased it. Unfortunately, there are many gift cards scams even ones that involve tampered gift cards from big brick and mortar stores.

  If youve lost your card or believe someone may have had access to it, please report it to the card provider/bank or to the party you purchased the gift card from, as soon as possible. Their number is located on the back of the card. They will be able to help return your funds. Please also reach out to the Fluz Safety Team at ********************************** or ************ (available M-F 9am to 8pm EST) so that we can conduct an investigation. Thank you.

• Initial Complaint

  Date:04/10/2023

  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.

  On 12/24 I purchased a $100.00 Master Card gift card from a Schnucks grocery store in *********, **. When I went to register the card (after the holidays) I found out that there was a $0 balance on the card. The cardholder told me that there was a charge by Fluz, LLC for $100.00 on Jan 4, 2023.My cardholder and myself have both made several attempts to this company to find out details about this transaction and where it was made. This company refuses to reply to either myself or my cardholder. We have tried to call for information and they refuse to provide anything over the phone or in writing. I see by the BBB site on this company that there are dozens upon dozens of this same activity done by this company. I would like to know why there hasnt been any criminal actions taken against this company?

  Business Response

  Date: 04/11/2023

  Hi *****,
  
  Were very sorry to hear that your card information was compromised. We want to make clear that Fluz, as a company, was not responsible for compromising your card information. We do not have access to your card details. We are an online app-based marketplace that accepts a variety of payment methods. Its possible that someone got a hold of your card information and used it to make a purchase on our platform. It is also possible that the card was already compromised before you purchased it. Unfortunately, there are many gift cards scams even ones that involve tampered gift cards from big brick and mortar stores.
  
  It seems we weren't able to find an existing report, from our records, under the name and email address you've provided on your complaint. If youve lost your card or believe someone may have had access to it, please report it to the card provider/bank or to the party you purchased the gift card from, as soon as possible. Their number is located on the back of the card. They will be able to help return your funds. Please also reach out to the Fluz Safety Team at ********************************** or ************ (available M-F 9am to 8pm EST) so that we can conduct an investigation. Thank you.
  

  Customer Answer

  Date: 04/12/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The credit card co,pant who holds the card has been trying to reach out to your company for the past 3 months about this fraudulent charge from your company on my card.  You have not responded to my credit card companies multiple requests.  Its funny that the only rime you respond to fraud charges is when the BBB gets involved.  I have read about you doing this to multiple consumers on many different sites on the Internet.

   

  I need you to respond to my credit card company and refund the money that was fraudulently taken from my credit card.

   

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

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 04/12/2023

  Hi *****,
  
  Thank you for your feedback.
  
  Unfortunately, we're unable to find/single out your Credit card company's report, using the information available on your complaint.
  
  Kindly email us at ********************************** Please provide as much information as possible for us to be able to identify their report/messages, and our team will be happy to provide you an update on their investigation for the said claim.
  
  We do wish to note and assure you that we take all reports seriously, regardless of their source. Though we haven't been able to identify their messages yet, we're confident that our team would have assisted them had we received it.
  Possible reasons for yet to be resolved reports could be the following: investigation is currently ongoing, insufficient proof of ownership of the card, or simply an error during the delivery of the report. To prevent the latter, be sure to file any and all reports through the proper channels, email: ********************************* or call: ************ (available M-F 9am to 8pm EST).
  

• Initial Complaint

  Date:02/02/2023

  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 got a $300 **** gift card for christmas on 12/25/2021. I went to use the card this past spring 2022 and informed balance was $0. (12/18/2021Value Load -- ActivationSUITE 5, ***************************** **$300.00$300.00 I called the number on the back of the card which connected me to some company called Fluz. I was informed it was used on 12/26/2021. I informed them was impossible since card in my possession and just activated in 2022 and only received the card as a gift on December 28th when we celebrated christmas. . Here is copy from their site of what they list as the purchase. 12/27/2021Purchase Original SaleSOFTWARE *********** 36 ***** **($300.00)$0.00 Transaction Details: Transaction Details Authorized amount:$300.00Retailer name:SOFTWAREPurchase date:12/26/2021 Retailer city:***********Settlement amount:$300.00Retailer **************. It is funny how I never made any purchase for software and when did research on line this brings me to this business: Financial institution in *********************** A 3-min walk from ************* Address: ************************************************************ Hours: Open Closes 8?PM Updated by phone call 3 weeks ago Phone: ************** Fluz continued to argue with me that I made a software purchase or someone else used my card. I informed them the card is still in my hand and was in the cardboard covering. I felt I got a run around with filing a complaint with this company and seems odd how other people have the same issue with the cards covered by this business. I feel too many instances with this occuring and is it the company recouping their funds from these cards. So I informed the person who gifted it that we are out of $300.

  Business Response

  Date: 02/02/2023

  Hi *******,
  
  We're very sorry to hear that your card information was compromised. We want to make clear that Fluz, as a company, was not responsible for compromising your card information. We do not have access to your card details. We are an online app-based marketplace that accepts a variety of payment methods. It's possible that someone got a hold of your card information and used it to make a purchase on our platform. If you've lost your card or believe someone may have had access to it, please report it to the card provider/bank or to the party you purchased the gift card from, as soon as possible. Their number is located on the back of the card. They will be able to help return your funds.
  
  We have checked our records, and it appears that you have indeed already filed a claim with us. The reference number is *********.
  
  Based on the last update from the case, you have yet to provide some of the requested documents, as proof of original ownership of the card. We do wish to stress that this is necessary for us to be able to start our investigation. We hope that you may provide them ASAP, so we'll be able to continue assisting you.
  
  You may contact us through our support email *********************************** to follow-up on the claim.