ComplaintsforReward Zone USA, LLC

• Initial Complaint

  02/16/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I recently registered for a promo offered by Up Level Rewards (apparently known as RewardZone USA according to what I read via ****** search) for $1000 in exchange for me doing 25 deals. After completing the deals I was instructed to log into my account and complete a claim form, however, each time I enter my personal info, I get a message stating that I am unable to claim the $1000 because I already received a reward within the last year, which violates their rules. This is untrue and after contacting customer support, I was take a screenshot of the error message as well as email my name, address, phone #, and D.O.B. This was suspicious and made no sense because I registered w/this info & this was the 2nd time they asked me to email the info after registering. After providing my info for a 3rd time & taking the screenshot on 2/12/23, I have not gotten 1 email back from *********** never answer the phone, despite me contacting them several times since then. It appears that some type of reason is being made to not allow me to claim my reward, a clear violation of their own rules.

  Customer response

  02/16/2023

  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

  01/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  January 25, 2023 BBB Serving Metropolitan New York 30 East 33rd Street, 12th Floor New York, NY 10016 RE: ISSUES WITH UNRESOLVED CREDIT AND REWARDS RESOLUTION: TO RECEIVE THE $1000 LEVELS COMPLETED. I AM WILLING TO COMPROMISE AND AGREE TO ACCEPT THE AMOUNT OF $750 (ALTHOUGH I CLEARLY DID FINISH THE LEVELS TO RECEIVE THE $1000 REWARD) I have completed multiple levels that have reached the required levels to reach $1000, the original level I requested was $750 for a Klarna gift card. I have attempted to contact the company several ways, including what was required by email. I have not heard back from the company to resolve my concerns. I have downloaded apps, signed up for subscriptions, played games, and done surveys, and I still have not received anything. Now my account no longer reflects the rewards they did show I completed. I have taken screenshots of completed rewards as per the rules. I have emailed multiple times through my personal email and through the online support site via “The Up Level Flash Team,” and “Up Level Rewards.” I have not been credited the amount I am owed to date. This has been ongoing communication with the company with no resolution. I have emailed multiple times my supporting evidence for rewards accrued. I gathered and submitted valid Screenshots for Purchases and Subscriptions: The confirmation email I received for making the purchase/signing up for the subscription showed your email and the date completed and was also sent by clicking where directed with the number given "*******" Thank you for your assistance in this matter. **** ******

  Business response

  02/03/2023

  Hello,

  This is a response to complaint #******** dated 01/26/2023. We are happy to investigate to determine the status and next steps.

  We carefully reviewed the account history and communication with our support team. First, its important to note that we do not accept copy and pastes of emails as proof of deal completion. Our team sent instructions on how to send proof of deal completion and we have yet to receive it. A follow up has been sent by our team with the requirements so that we can review. Next, we were able to confirm two deals completed by the account holder ****** and R20 Non-Renter. It is extremely unusual that 23 deals would not track automatically due to a tracking issue. We are committed to investigating to come to better understand what happened here and to determine the next steps toward a resolution.

  Please check your inbox for a follow up from our team.
  
  Thank you,
  Reward Zone USA  

  Customer response

  02/07/2023

  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]

  THE COMPANY HAS BEEN FOWARD THREE DIFFERENT ATTACHMENTS MULTIPLE TIMES. NOW THEY ARE SAYING THEY DO NOT ACCEPT? THIS WAS NEVER ADVISED UNTIL I SUBMITTED MY COMPLAINT TO BBB. YOU CAN REFER TO MY ATTACHMENTS WHICH HAVE A BREAKDOWN DETAILS OF PICTURES, *****S, ONLINE INFORMATION TO SUPPORT MY COMPLETED DEALS. THIS IS EXACTLY WHAT THE COMPANY REQUESTED BUT NEVER REPLIED TO UPDATE MY CREDITS. 

  I AM 110% POSITIVE I HAVE COMPLETED ALL THE ************** THE MEET A MINIMUM OF $1000. THIS WAS PAIN STAKING TIME, MONEY AND EFFORT SPENT TO MEET THEIR REQUIRMENTS AND I WAS LEFT TO BELIEVE THAT EACH TIME I COMPLETED THE DEALS I WOULD BE CREDITED. 

  THIS COMPANY HAS NO VALID WEBSITE/COMPANY NAME/ CONTACT NUMBER/INFORMATION. IT WAS VERY DIFFICULT TO REACH THEM. 

  I BELIEVE THE COMPANY IS AVOIDING LOOKING AT ALL THE EVIDENCE/SUPPORTING DOCUMENTATION TO AVOID MEETING THE PAYOUT. I ATTEMPTED TO COPY OF OF THE ATTACHMENTS AND SEND IN ***** BUT ALL THE INFORMATION WAS GROUPED TOGETHER AND THE PICTURES DID NOT SHOW. 

  I CAN ASSURE IF THE COMPANY REVIEW THE SUPPORTING DOCUMENTATION/EVIDENCE. IT WILL REFLECT ALL THE INFORMATION THEY ARE LOOKING FOR, INCLUDING THE DEALS THEY ONCE REFLECTED I DID COMPLETED EVEN THOUGH IT WAS NOT THE ENTIRE DEALS THAT SHOULD HAVE BEEN UPDATED.

  I REVIEW RECENT INFORMATION ONLINE AND THIS COMPANY SHOWS TO HAVE THE SAME TRACT RECORD OF COMPLAINTS FROM OTHER CUSTOMERS. 

  I INITIALLY ATTEMPTED TO GIVE THEM THE BENEFIT OF THE DOUBT THRU MANY, MANY *****S. UNFORTUNATELY, EVEN WITH RECENT TIMES. THEY ARE NOW CLAIMING THEY WILL NOT ACCEPT ATTACHMENTS.

  I DO NOT BELIEVE THEY HAVE ANY EMPATHY FOR HOW LONG IT TOOK ME TO GATHER THE INFORMATION THEY REQUESTED AND HOW THEY REQUESTED IT AND NOW THEY ARE CLAIMING THEY WILL NOT ACCEPT THIS. (MY SUPPORTING DOCUMETNATION SHOULD INCLUDE ALL THE *****S FROM THIS COMPANY THAT SEND ORIGINALLY WHAT AND HOW THEY WERE LOOKING FOR SUPPORTING DOCUMENTATION. 

  IN AM IN HOPE THAT THEY HONOR MY REQUEST AND FORWARD THIS TO THEIR CORPORATE OFFICE, OWNER AND ALSO PROVIDE ME CONTACT INFORMATION FOR SAME.

  I ALSO MADE A REQUEST IN MY ***** TO THEM TODAY THAT I NOW WANT TO REQUEST THE MINIMUM THAT IS DUE TO ME OF $1000 KLARNA GIFT CARD NOT THE $750 AMOUNT. ONLY BECAUSE THEY CONTINUE TO PROLONG THIS MATTER AND HAVE GIVEN ME A LOT OF UNDUE DURESS. MY HEALTH IS STARTING TO BE AFFECTED.

  I AM ATTACHING THE ***** I HAVE FOWARDED THIS COMPANY TODAY AND ALSO FORWARDED AS A CC: TO YOUR OFFICE.

  THANK YOU FOR YOUR TIME AND PATIENCE.

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

   

   

   

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

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

  Customer response

  03/15/2023

  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:

  RE:     BBB: COMPLAINT#******** LEVEL UP FLASH REWARDS MISSING CREDITS/REWARDS
  
             REFERENCE: RE:    LEVEL UP FLASH REWARDS REFERENCE #*******
  
   
  
  THIS IS TO VERIFY THAT I HAVE ATTEMPTED MULTIPLE TIMES TO CONTACT UP LEVEL FLASH AKA REWARD ZONE USA BY BOTH EMAIL AND AS PER THEIR AGENT *** TO CONTACT THEM BY CHAT.
  
   
  
  I ATTEMPTED MULTIPLE TIMES TO CONTACT THIS COMPANY BY CHAT AND THEY FAILED TO MEET UP EACH TIME I SET UP THE MEETING. I DO HAVE SUPPORTING DOCUMENTATION FOR THE CONFIRMED CHAT MEETINGS EACH TIME AND EMAILS WHERE I HAVE ATTEMPTED TO CONTACT THEM AND ADVISE OF THE SAME.
  
   
  
  I HAVE ALSO ATTACHED SUPPORTING DOCUMENTATION OF MULTIPLE EMAILS SINCE FEBRUARY 2023.
  
   
  
  THE OTHER SUPPORTING EVIDENCE, EMAILS, AND DOCUMENTS REFERENCED IN THE MOST RECENT CORRESPONDENCE WITH UP LEVEL HAVE BEEN FORWARDED TO YOUR OFFICE AND ARE ON FILE.
  
   
  
  I HAVE ALSO ATTACHED THE EMAILS FORWARDED TO ********************** AT BBB, WHO IS NO LONGER WITH YOUR OFFICE. I ALSO HAVE COPIES FORWARDED TO MAIN EMAIL TO BBB AT *********************************************.
  
   
  
  PLEASE NOTE I HAVE ALSO FILED A COMPLAINT WITH THE COMPLAINTS BOARD, CONSUMER FINANCIAL PROTECTION BUREAU, AND FEDERAL TRADE COMMISSION. 
  
   
  
  I WILL BE ALSO WORKING ON FILING A FORMAL COMPLAINT WITH THE ATTORNEY GENERAL.
  
   
  
  I HAVE SUBMITTED MULTIPLE TIMES SUPPORTING DOCUMENTS, EMAILS, AND INFORMATION CONFIRMING MY DEALS WHICH THEY ALSO HAVE ON FILE AS SHOWN IN ONE OF MY SUPPORTING DOCUMENTS THAT SHOWS HOW MANY DEALS I HAVE ALREADY BEEN AWARDED.
  
  UP LEVELS HIGHEST LEVEL FOR REWARDS PAYOUT IS LEVEL 5 AND ON THE SUPPORTING DOCUMENTATION I HAVE PREVIOUSLY PROVIDED SHOWS THEY HAVE ME AT LEVEL 4 - STILL WITH MISSING CREDITS THAT HAVE NOT BEEN REWARDED AS REFLECTED ON THE EVIDENCE/SUPPORTING DOCUMENTS AND INFORMATION ON FILE WITH YOUR OFFICE.
  
   
  
  IN ADDITION, THE COMPANY IS CLAIMING NOW I ONLY HAVE TWO DEALS/ CREDITS ON FILE.
  
   
  
  I HAVE GONE TO THE EXTREME OF PUTTING TOGETHER A CLEARER AND MORE DETAILS FORM OF SUPPORTING DOCUMENT WHICH AGAIN PROVIDES EVIDENCE/EMAILS/DOCUMENTATION AND INFORMATION OF MY REWARDS WHICH REFLECT I SHOULD HAVE RECEIVED A $1000 PAYOUT AND FORWARDED THEM TO YOUR OFFICE, AND THEY STILL HAVE NO RESPONSE.
  
   
  
  LASTLY, PLEASE NOTE I AM MEETING BBBS DEADLINE AS PER THE LAST EMAIL SUBMITTED TO ME THAT I HAD 6 DAYS TO COMPLETE THE RESPONSE.
  
   
  
  PLEASE ADVISE.
  
   
  
  THANK YOU FOR YOUR TIME AND EFFORTS.
  
   
  
  *********************
   

   

   

   

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

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

  Business response

  03/20/2023

  Hello, 
  
  I wanted to touch base with you on Complaint #******** - **********************. 
  
  Sadly, to date, we have been unable to assist with the investigation of this case due to the fact that the consumer refuses to follow instructions for our requested information. 
  
  To be transparent, as time has gone on with a lack of cooperation and collaboration from the consumer we have grown suspicious of their intent. 
  
  Since November 2022 the consumer has repeatedly been asked to send us specific proof so that we can investigate. To date, they have not done so. Initially, we thought there might have been an issue with understanding the instructions and how to forward emails. We have repeatedly sent instructions, attempted to call them without an answer and we've asked for an appropriate phone number to reach them on. We've offered to do a screenshare, etc. 
  They are reporting that they qualify for a $1000 Reward and yet two Deals tracked. This is highly unusual that 23 Deals completed through our program would not track. We test regularly under various environments with various Deals and we have never been able to create this high error rate. Despite this, we would look into it. 
  We have seen an increasing pattern of similar cases like this where consumers are misusing and abusing the courtesy Deal credit offering AND using the anonymity the BBB offers to file complaints. 
  We committed to looking into this for this consumer and have given them the benefit of the doubt, however, they have outright refused to forward emails. Since they are stating that 23 Deals didn't track and we cannot verify this on our end in any way we would like to investigate but they have not provided us with the information. 
  
  I'm unsure of whether or not you communicate directly with the consumer or not but if you do, it would be great if you could kindly refer them to our instructions and request for information. 
  We cannot find the information we are looking for in PDF files as the original emails have specific coding embedded that can help us track down what happened. They have not sent this along to us. 
  We are happy to assist them with instructions on how to forward emails, set up a call, screenshare etc. 
  
  From there, we cannot promise that we can credit the Deals but we will investigate. 
  
  Thanks, 
  ********;
  

  
  

• Initial Complaint

  01/17/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This site is a multi level where you have to complete so many offers per level to get higher gift card rewards. I reached the level where I decided to stop and have earned a $250 card. The site shows I have completed enough to collect yet there is no place to file for and receive the reward. I emailed them multiple times (through the bbb link as there is ZERO ways to contact anytime on the site) and have no response. I only want what I earned its not a difficult concept

  Business response

  01/18/2023

  Hello,
  

  We are writing in response to complaint #******** from 01/17/2023. We see that we have responded to our customer's email from Monday evening the following day at 12:28 am EST on January 17, 2023.
  

  In our email, to our customer, we outlined the steps for them to complete the verification process so they can receive their Reward.
  
  Unfortunately, our customer has yet to complete this process or respond to our replies to the contact form he submitted to us through our website. Without completion of the verification process we are unable to process their claim.
  

  We also just sent them a follow-up email with instructions on how to complete the identity verification incase they did not see our other emails.
  

  We apologize for any frustration or confusion they may have experienced.
  
  Thank you,
  RewardZone ***

• Initial Complaint

  12/07/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Hey, I'm doing these promotions to get paid 750 dollars. I'm finally close to completing it and they won't credit the things that I did to get to the tier I need to be to cash out. They haven't been messaging me when I need to show proof. Can you please message them to get them credited? I've waited forever. I've also done 15 deals and haven't even gotten the 500 dollar credit.

  Customer response

  12/07/2022

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

• Initial Complaint

  11/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I e-mailed them about things not crediting (with proof btw) just for them to e-mail me back saying advanced multi-layered verification process disqualified my claim.. alright whatever BUT then also sent me We are contacting you to inform you that after a thorough review of your account your claim for Up Level Rewards has been disqualified and your account is permanently suspended due to violations of our Terms and Conditions *************************************************. To maintain the integrity of our Rewards program, as part of the validation process, all claims go through multiple checks for compliance with our Terms and Conditions. One or more of these checks revealed violations. This is a final decision and has not been made lightly. Like what the ****?? I asked why it was suspended since I legitimately did nothing to violate terms. Rep sent terms (which I READ ALREADY).. thats it. I entered no fake info, no other person in household claimed (**** I didnt even claim), I completed deals throughly etc.. I spent money and wasted SO MUCH time just to have them do that as I was close to cashing out the reward I wanted. Im mad as **** for real.Starting to think its just ** atp.

  Business response

  12/01/2022

  Hello,

  We are writing in response to complaint#******** from 11/21/2022. Thank you for the opportunity to further explain the decision to suspend this account.
  

  During the deal/offer verification and/or claims process we do multiple checks as we process requests. Occasionally, additional checks are done. As you can appreciate, this is done to maintain the integrity of our Rewards program by ensuring that participants are operating in good faith and abiding by the Terms and Conditions.
  
  A careful review was conducted for this account. Our team identified suspicious activity within our Rewards program using anonymized connections. When using an anonymous connection and frequent switching between connections deal credit *** not be expected. Further, specific connections used on this account to interact with our program have been confirmed as fraudulently claiming previous rewards and submitting false information to our advertising partners.
  As outlined in our terms, you cannot tamper with our system or attempt to defraud us, if we reasonably believe you are attempting to do so, we *** void all of your attempts to earn a Reward. As a result, we maintain our decision to disqualify the customers participation in our program.  
  
  For reference, our Terms and Conditions can be found here **************************************************

  
  We regret that this action is necessary so that we can continue to provide value to our advertising partners and continue our Rewards program for all participants.

  
  Thank you,
  RewardZone ***

• Initial Complaint

  11/17/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Company operates a signup service where you sign up for certain businesses/services they promote and pay your money and get credit through said program towards a cashout reward. Sort of a "cashback" system. I had enough credits through their program of signing up/ordering products to cashout at $750, company wouldn't credit me for joining services/ordering products they were promoting that they said they would. Tried to cashout at $500 instead, they needed to validate *** Sent picture of ID front/back with a requested selfie of me holding the *** Still won't let me collect on what was promised acknowledging they received my ID I submitted, but asking for more ID verification. I'm out $ for ordering products/services through their program without them holding up their end of the business agreement. SCAM SCAM SCAM. This company also goes by Reward4spot and RewardZoneUSA.

  Business response

  11/17/2022

  Hello,

  We are writing in response to complaint #******** from 11/17/2022. 

  We can explain our decision to disqualify the Reward claim in this case. Our Terms and Conditions clearly state that successful identity verification is required in order to proceed with the fulfillment of a Reward claim.
  During the identity verification process, the ** is verified for authenticity and the selfie is compared to the photo on the document to ensure both are a match.  All 3 attempts were used but the ** could not be authenticated. To be clear, the process worked as designed. There were not any technical issues during the process.

  In an effort to resolve the matter, the opportunity to proceed with an alternative method of review for identity verification was given to the customer as an exception. When an exception is extended in good faith, theres an expectation that the customer will also make a good-faith effort to submit acceptable documentation. Our team provided instructions on what we would need in order to proceed. However, the original low-quality image of the ** that could not be authenticated was submitted. Proof of residency was not submitted at all. In the end, the customers identity could not be verified.

  We understand that the customer is frustrated and unhappy with the requirements we have in place for identity verification. Right now, we are not planning on changing our standards for acceptable identity verification and although the customer disagrees with this, our Terms and Conditions clearly state that identity verification is required as part of the Reward claim process.

  Consequently, we maintain our decision to disqualify the claim for a Reward. Although this isnt the answer the customer is looking for we hope that it provides clarification on the matter. 

  The Terms and Conditions that were agreed upon can be found here: ************************************************************
  
  Thank you,
  Reward Zone USA

• Initial Complaint

  11/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I completed 5 deals for 100$ cashout Made it thru the full pieces until it was time to verify my identity, I failed I contacted them they say birthdate dont match so I send them my correct Birthday They say Id verification has been reset try again I try again it still fails now they saying Im disqualified from my reward.

  Customer response

  11/14/2022

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

• Initial Complaint

  10/24/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I used to play offer from Inbox dollars and they are legit, one day there is offer for 750$ paypal it said. And i completed some offer even had to paid certain money for each offer, some offer that I put my personal information such bank card, social security that I decide to stop at 100$ Unfortunately, after that the website keep refresh, and after tempted to cash out, it stopped working I am really worry about my personal information right now and they did not fulfilled the 100$ cash out too This company really has to be responsible for everything because it such a waste time, and also I got so many junk emails after this, text, and I am scared about my personal information being used irresponsibibly

  Business response

  10/25/2022

  Hello,

  We are writing in response to complaint #******** from 10/24/2022. We apologize for any confusion and frustration that the customer experienced with our program.

  
  We have thoroughly reviewed the customer's account and see they do in fact qualify for a $100 Reward cash-out option. They have completed all requirements needed to earn the $100 Reward, aside from their ID verification. Our team has reached out to the customer to clarify this next step and have notified them that all their personal information is protected. The verification documents will only be used for verification, and that our system will automatically delete them after 10 days.

  
  Again, we sincerely apologize for any issues or confusion this may have caused the customer.
  
  Thank you,
  ************************** ***

  Customer response

  03/09/2023

  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:

  I have completed offer that they provide and I should have claimed for 750 while I attempted to claim it failed and the things pop up says I have claimed in the last 12 months while I got last email from the previous customer support that I am eligible to start the offer after 60 days, its stated on their website as well, and I do started the offer after 60 days. I contacted customer service, got one time reply, said apoligized the previous email was not from them due to error, its really confusing, after that, they dissapear. usually they always fast respond, after I had the claim issue no one response my email anymore for over a week now. and it says that I have to claim my credit within 30 days. I have spent so much time and money to get the credit I should get by what their promise

   

   

   

   

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

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

  Business response

  03/13/2023

  Hello, 

  It looks like the customer is referring to a second account they created under the email address **************************. 

  We have reviewed the Reward claim and we can confirm that it was sent on March 6, 2023 and redeemed by Bank Account transfer on the same day. 

  Reward ID: ************
  $750.00 digital reward for **************************
  Created Mar 6, 2023 

  Thank you, 

  Reward Zone USA

  Customer response

  03/16/2023

  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

  09/30/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Reward Zone, LLC offers a reward program, which offers $1000 for the completion of 25 deals consisting of games, trials, etc. After researching it, me and a group of friends decided to try it. I completed the 25 deals and had no issues until it was time to claim my reward. I filed my claim and waited for the email to do my identity verification but received a disqualification email instead. I emailed, attaching 34 documents showing proof that I had not violated any of the rules. I sent a copy of every email showing that only one email had been used, along with a copy of my browser history, showing that the deals were completed after clicking a link from their website. I repeatedly asked if someone had these but have yet to get a response regarding that. One email stated, failure to pass our identity verification process will result in the disqualification of your claim." responded letting them know I had not even been able to get to the identity verification part yet. This was not acknowledged. I documented everything while I was going through the program. I have not violated any rules. Approx. midway through, they requested that I verify my personal information as part of their verification process, which I completed, and at that point, there were no problems. It would seem that any violations would have been mentioned at this point. I am still not sure what rule they are saying I violated. They mentioned several different things that would cause disqualification. The screenshots I sent would have exonerated me from violating any of them. I have no idea if anyone has reviewed those because they will not respond to that question. I read the reviews before starting this, which consisted of positive reviews as well as complaints like mine, being disqualified without any real idea as to why. I have taken steps to rectify this but, at this point, I am not getting a response. I am attaching copies of the correspondence

  Business response

  10/02/2022

  Hello,

  
  We are writing in response to complaint #******** from 09/30/2022.

  
  We can explain our decision to disqualify the claim in this case. As part of the compliance and verification process, all customers are required to go through multiple checks as we process deal credit requests and claims.

  
  Our checks revealed multiple violations of our Terms and Conditions. We are offer a legitimate program, paying rewards to those that abide by our Terms and Conditions and operate in good faith and follow the rules. Research on this account revealed that the customer is engaging in activity that is considered abuse of the program creating multiple accounts or is managing/sharing the accounts of others with our program under various email addresses, link sharing and/or submitting deal completion screenshots that are not unique to them to claim multiple $1000 rewards. Recently, accounts linked to this customer though registration details, program interaction activity and interaction with our support team have claimed and redeemed more than a half dozen $1000 **** gift card rewards and have attempted to claim more.

  
  Our Terms and Conditions clearly state:
  To qualify for a Reward, you must: (1) be a U.S. resident, 18 years of age or older; (2)provide accurate registration information (including your name and contact information, i.e., valid residential and email addresses.
  Rewards are limited to one Reward of any kind per person and household (persons living at the same residential address) per eligibility period. You and the members of your household must wait sixty (60) days after completing all of the Deals required for a Reward with a value of $100 or less before becoming eligible for another Reward of any kind, and you must wait twelve (12) months after completing all of the Deals required for a Reward with a value greater than $100 before becoming eligible for another Reward of any kind.
  You cannot complete Deals using a bot or other automated means of signing up or otherwise tamper with our system or attempt to defraud us by using multiple email addresses or other means or otherwise game the Rewards Program to circumvent the limitations described above. You also cannot use a link to a Website provided by another person or one obtained outside of our normal marketing channels or reuse a link that you previously used to claim a Reward, unless we have sent you a link to share as a part of our refer-a-friend program. We may also disqualify you if you access a Website mid-path by skipping the registration and/or survey pages. If we reasonably believe you are attempting to do so, we may void all of your attempts to earn for a Reward.

  
  The evidence in this case indicates patterns of bad faith activity, including possible identity theft and fraud.
  

  Our Terms and Conditions can be found here *************************************************
  

  This decision is final as is our decision to permanently suspend them from participating in our Rewards program in the future. 

  
  Thank you,
  Reward Zone USA

  Customer response

  10/19/2022

  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:

  I sent documentation, which included confirmation emails for every deal that I participated in showing that one email address was used. I sent my entire history log beginning the day I started the program through the last day I participated. By doing this, one could see that all deals came directly from a flash rewards link. As far as submitting deal completion screenshots that are not unique to me- I would not have a confirmation email if that were so. I sent confirmation emails for all of my deals.
  
   
  Our decision to disqualify your claim is final.  We are proud to offer a legitimate Rewards program. The key is to operate in accordance with the Terms and Conditions and follow the rules. We cannot disclose the specifics, however, we can tell you that it is not a single factor that determines the final decision.- email from Flash Rewards 9/26/2022
   
  Creating multiple accounts, managing or sharing accounts of others is considered abuse of the program.

  
  
  You cannot disclose specifics? Why cant you? You can disqualify someone and not even tell them what rule they violated? Why?  So they can drive themselves crazy retracing every step they made over and over and over in an effort to figure out what they have done wrong and still have no answers?
  Documentation was sent that would have cleared me of any of the possible violations but despite numerous requests that these be reviewed or asking if they had been reviewed, no one ever responded. Why?
  I told you that I used a public computer and a friends computer. I have had several friends participate in this program. Has anyone, at any point in time,thought to check that any theory of multiple accounts *** be a legitimate participant that used the same computer at either one of the locations I mentioned? It would seem to me that it would not be that hard to verify. You have every participant provide an id, as well as a selfie before approving their reward.

  
  Identity verification ensures that there is a real person that is participating in the program and that they are the actual person. This prevents individuals from participating on other people's behalf without authorization,creating false identities, or committing fraud. We use a trusted third-party verification solution (*******) designed to verify an individuals identity. comment from Flash Rewards via Trust Pilot 10/16/2022

  
  You stated Recently, accounts linked to this customer though registration details, program interaction activity and interaction with our support team have claimed and redeemed more than a half dozen $1000 **** gift card rewards and have attempted to claim more.
  How would that even be possible with the above-mentioned verification solution in place? It wouldnt be. Anyone that has received a reward has had their identity verified. I, however, never got the chance to verify my identity. I never sent the required id or selfie.

  
  One of the emails stated While we understand that this is disappointing for you, our Terms and Conditions state that failure to pass our identity verification process will result in the disqualification of your claim. 

  
  Again, I never got to provide a selfie or my id so I have no idea what they are referring to.
  It is not against the rules to use another persons computer and I was able to access my own ****** account, as well as create my own profile as to not confuse anything I was doing with anyone else that *** be using the device. I am not a computer expert and I really dont know how things like that work but if you truly are seeing multiple accountscoming from the same location as me, dont you think that its possible that just another participant that has used the same device as me? Wouldnt you agree that at the very least it is worth investigating rather than accusing someone who has done nothing wrong? You keep records of all of your participants. You have their id's and selfies. Are you not able to pull their photo documents? It would put to rest a lot of these questions and false accusations. 

  I followed all of the rules and documented everything. I have not violated any rules and I firmly believe there is an explanation to all of this if someone will take the time to look. 

  I am respectfully requesting that you do that. People know about Flash Rewards from word of mouth, whether it be from a website or from one person trying it and then telling all of their friends. It shouldnt be hard to believe that a group of friends have participated and some of them used the same device. You have the resources to verify this, which is a far better option than falsely accusing people.

   

   

   

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

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

  Business response

  11/19/2022

  Hello,

  Thanks for the opportunity to provide our final response on this case. Once again, we have reviewed the case and we maintain our decision to disqualify participation and any claim toward a reward for the account.

  Our Terms and Conditions clearly state that if we reasonably believe you are attempting to defraud our program, we may void all attempts to earn a Reward. The current account in question is directly associated with multiple other accounts that have been identified as originating from the same group that has:  
  - fraudulently used our courtesy Deal credit process to obtain Rewards
  - engaged in activity indicative of circumventing our household limitations and waiting period rule
  - fraudulently obtained a dozen or more $1000 rewards under different identities

  To be clear, the footprint within our program directly connects this account to the fraudulent group of accounts. Further, the activity and behavior exhibit the same patterns.  Its unfortunate that this group continues to operate. Prohibited activity of this nature is compromising the experience for those that are legitimately participating in our program.  

  We regret that this action is necessary to allow us to continue to offer a Rewards program to those that are abiding by the rules.

  
  Thank you,
  Reward Zone USA 

  Customer response

  01/04/2023

  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:

  i thought i had more time to respond to the companys last response. Evidently, I waited too long. The company has not made any attempt to make this right but i really wasnt expecting them to. They have falsely accused me along with a lot of other people. It is really disheartening because I did not do anything wrong. 
  
   
  
  Thank you for your time, 
  
   
  
   
  ***** ******   

   

   

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

  
  Sincerely,
  ***** ******  
  

• Initial Complaint

  09/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was sent a automatic email saying I gamed the system because my ** would not scan properly , I offered to send in my identification manually . A representative name ******* told me she would put in the request because she seen that the ** information matched everything in their system . She also stated that my address verification was approved by her team . Instead of them reviewing my information they disqualified me on my final step for gaming the system when all they had to do was take their time and see why my information matched verses why the system wasnt accepting it . I have included my Id documents to prove they were not altered they were not fake or mishandled . I feel like I was scammed after spending money and providing everything asked of me . My reward was for the amount of $750

  Business response

  09/28/2022

  Hello,

  
  We are writing in response to complaint #******** from 09/28/2022.

  
  We are happy to explain our decision to disqualify the claim in this case.To maintain the integrity of our Rewards program, as part of the compliance and verification process, all customers are required to go through multiple checks as we process deal credit requests and claims.
  Our checks revealed multiple violations of our Terms and Conditions. We are happy to offer a legitimate program, paying rewards to those that abide by our Terms and Conditions and operate in good faith and follow the rules. Upon researching this account, it was revealed that the customer has either created multiple accounts or is managing the accounts of others with our program under various email addresses to claim multiple $750 and $1000 rewards. Recently,accounts linked to this customer have claimed and redeemed at least six $1000 rewards. Our Terms and Conditions clearly state that you cannot complete Deals using a bot or other automated means of signing up or otherwise tamper with our system or attempt to defraud us by using multiple email addresses or other means or otherwise game the Rewards Program to circumvent the limitations. If we reasonably believe you are attempting to do so, we may void all of your attempts to earn a Reward.

  
  Identity verification is an important step to make sure that there is a real person that is participating in the program and that they are the actual person. This is designed to prevent individuals from participating on other people's behalf without authorization, creating false identities, or committing fraud. Our Terms and Conditions clearly state that the submission of valid government-issued identification and selfie is required through our third-party vendor, *******. Weve checked our logs and weve verified that the customer used the 3 attempts granted to submit their identification. We can see that the validation was processed successfully, 3 attempts were made and the result was that the identity failed to verify. Ultimately, the system worked as designed and this customer failed identity verification. 
  Finally, we have uncovered evidence of a pattern of fraudulent activity related to the account(s), including possible identity theft and fraud.

  
  Our Terms and Conditions can be found here https://contact.uplevelrewards.com/policies/terms

  
  This decision is final as is our decision to permanently suspend them from participating in our Rewards program in the future.

  
  Thank you,
  Reward Zone USA

  Customer response

  10/04/2022

  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]

   

   All of what you stated is NOT VALID . 
  I received a LINK in my email and I clicked the link and made a account to your 

  program . So you stating that I am a bot 

  and any other not valid reason you have given IS NOT VALID . I dont know anyone else in your program. Everyone thinks its a SCAM which I agree. I paid for subscriptions and played games as I was instructed to do so . 
  if you seen that I SCANNED THREE TIMES Then you also seen that I am who I say I am ! It isnt my fault the system is faulty.

  I have given proof of my identity for MY ACCOUNT and you failed to pay me . Whomever received $1000 thats good for them BUT IT WASNT ME . Im not sure where that information came from but its FALSE . now you have all these fake reasons as to why you didnt send my reward . First it was something else now your saying something new MAKE UP YOUR MIND 

   

   

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

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

*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. ↩