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:03/20/2025

  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 started using WayBetter in March 2025 and did enjoy it at first but overall didnt see the benefits of using it and felt that it was an overpriced subscription service. I cancelled (so I thought) my subscription and attempted to withdraw the funds I had in my account and deleted the app. I was not made aware at any point during the withdrawal process that I would need to confirm it to receive it and I stupidly assumed it would happen and didnt actually check my ****** to make sure they went through. It was reversed. Then, in September and without my knowledge or permission, those funds were used to renew my membership, despite having cancelled and despite having tried to take those funds out. I didnt even have the app downloaded anymore. I only realized that I this was happening recently because I was charged for my membership AGAIN! This time it came out of my bank account, which I obviously saw. I redownloaded the app and lo-and-behold, I see everything that had been going on. I immediately contacted support (only available by email, so you can bet it isnt great) and was told I would only be refunded the most recent charge and was essentially scolded for not doing more research in their help documents about the payouts. There is nothing on the payout screen at any point warning users about needing to verify and when using it, it seems very straightforward, so how should I even know there is anything additional I need to look up. Overall, these policies and business practices seem like they are predatory, in bad-faith, and purposely deceptive. I still havent figured out how my renewals even happened or how my cancellation didnt go through the first time.

  Business Response

  Date: 03/20/2025

  The customer joined a subscription membership on March 6, 2024, and actively used the membership by participating in games and collecting winnings. Memberships can be canceled at any time within the app or by contacting customer support. However, we did not receive a cancellation request, so when the membership was due for renewal, the customer was charged accordingly.
  
  As for the membership charges, our policy allows refund requests within 14 days of purchase. We have processed a cancellation and refund for the most recent charge, as it was within the refund period. However, the September charge was outside the refundable window, as outlined in our terms and conditions.
  
  Regarding the payout process, our system requires an initial payout request, followed by a confirmation email sent 24 hours later with a secure link to finalize the request. The customer did not confirm the request, which resulted in the payout being canceled, and the funds were returned to their account. Since then, the player has successfully requested and received their payout.

• Initial Complaint

  Date:02/03/2025

  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.

  I belive this was a free trial 2 years ago through Dietbet, Waybetter. And i got charged, and hav ebeen charged since 2023. I logged into the app, and i dont even have a membership!?? how is this legal to charge me?I dont have an account or order number, as i dont have record of actually purchasing this service. **** is a scam website. I want my money back.

  Business Response

  Date: 02/04/2025

  Upon reviewing the  account, we see that an account was created on February 1, 2023. In order to create an account, the customer was required to complete a survey, which resulted in the activation of a membership subscription. The account is associated with the email **************** Unfortunately, we did not receive any cancellation request until Saturday, February 1, 2025, at 8:50:30 AM. At that time, we immediately processed the cancellation of the membership.

  Regarding the refund, our policy allows for membership cancellations to be eligible for a refund only within the first 14 days of the purchase. As such, charges for previous years are not eligible for a refund. However, we have issued a refund for the most recent charge in response to your request received on February 1, 2025. We have attached a copy of our refund policy for your review. 

• Initial Complaint

  Date:01/27/2025

  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.

  I signed up for a ******* in October of 2024. After two successful months, I broke my leg and was unable to stand. I submitted a request for refund consistent with their policies. They refunded a total of $174 for the two months I won (which cost $200) and was refunded $200 for 2 months unplayed. They counted one month as a loss even though I submitted Medical documentation prior to the weigh in deadline. For the win they explained that half of the pot went towards round 6 which I can no longer compete in (and should therefore be refunded for). So I was refunded a total of $374 out of $500 even though I never lost a month. Incredibly frustrating and dishonest policy which says a player can be refunded with medical documentation. I feel like this business stole $126 from me.

  Business Response

  Date: 01/28/2025

   We understand how disappointing it is to not be able to complete the game due to unforeseen circumstances like an injury. We truly apologize for any confusion regarding the medical refund policy.
   
  Our refund policies are available for review at all times, and we encourage players to familiarize themselves with them prior to joining a game. We acknowledge that medical situations are beyond anyone's control. However, to ensure fairness and maintain the integrity of the game for all players, we have established specific guidelines for medical refunds.
   
  As per our Transformer policy, which you agreed to upon joining the game, refunds for the initial pledged amount are generally not issued. We kindly request that you review our recent email for additional information. 

  Customer Answer

  Date: 01/29/2025

  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 response did not address the $100 refund which I am owed because I submitted documentation prior to the end of the weigh in period in January. You counted this as a loss, which it wasnt. I still believe at a minimum you owe me the $100 from January. The last two responses you sent via email say its been elevated and then I get zero response unless I poke again. 

   

   

   

   

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

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

  Business Response

  Date: 01/31/2025

  We understand your frustration and apologize for any confusion about our refund policy. Let ** clarify our policy regarding refunds and the timing of your request.
  
  The round in question ended on January 20th. Our policy states any related refund requests, must be submitted within the dates of the round. For this game the round was December 21-January 20. We received your message on January 21st, which unfortunately falls outside of that designated refund period for the previous round. Therefore, a refund for that round isn't warranted according to our established policy.
  
  However, we value your participation and have extended an additional courtesy as detailed in our most recent email to you. We hope this clarifies the situation and demonstrates our commitment to resolving this matter fairly.

• Initial Complaint

  Date:09/27/2024

  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.

  8/15, I signed up for a 3-week trial membership challenge on the ******* app. But I was charged $*****, and an annual membership popped up under iPhone subscriptions. 8/16 - emailed ******************* and about the charge. No confirmation. I knew this email worked because they had responded earlier that month about a separate, benign question.8/19, I apologized for bugging them but forwarded my initial email because I was unsure if theyd received it. 8/20, customer *** ***lied with steps for cancelling a subscription on an iPhone.8/21 , I ***lied that Id cancelled but as expected, it just says now my membership expires Aug *******. No mention of a refund (I deleted/havent used the app since 8/15). 8/29, still no word from Stepbet, sent an email this time with screenshots showing ***** **************************** status in my phone. 9/4, crickets for 3 weeks now. I let them know Im thinking about submitting a negative review and filing a BBB complaint. 9/10, I read advice in another users complaint and email *********************************** their ***ly:StepBet has now become a part of a different company called Appex, and we do not have access to their support systems. We forward messages that we receive and still handle payment processing for *******, but we do not provide direct support to players.I couldnt find Appex on BBB, and Waybetter is still associated with Stepbet online. Please know that I dont care about rude service or need to always be right. I just dont want others taking peoples money under false pretenses. Im a college instructor and am not easily confused about signing up for an app trial membership or other basic tech usage. Even if I were to blame for technical error here, it wouldnt justify this companys neglectful behavior. Before submitting this, I double-checked my spam folder and bank account to double check that there has been no attempt to communicate with me or refund my money.

  Business Response

  Date: 09/27/2024

  Sorry for any confusion. As we report on this page from Summer 2023, StepBet no longer belongs to WayBetter and provides its own support: ************************************************************************************;
  
  Please check for email replies from StepBet and WayBetter for each email sent. These would be attached to your message in a reply -- not new emails. Both StepBet and WayBetter pride themselves on providing fast, helpful service.
  
  For ***** memberships, that would need to be canceled through ***** directly. 
  
  Best wishes.

  Customer Answer

  Date: 09/30/2024

  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:

  This response is evasive, unhelpful and pushes both Stepbet and Waybetter pride in customer service PR message without action to support it. No attempts were made to return my stolen money. Stepbet is unresponsive, and Waybetter is apathetic. 

  What they did do in this response was 1) tell me how to open and look through the replies in my email threads from Stepbet (I had already done this, throughly) and 2) tell me that iPhone subscription cancellations are handled through ***** (again, nothing new or helpful here, because cancelling did NOT reimburse me for the annual membership fee which was charged when I signed up for a Stepbet TRIAL).

  These tips are patronizing and do not address the main complaint of the fraudulent charge to my account. 

  
  

  [Your Answer Here]

   

   

   

   

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

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

  Business Response

  Date: 10/02/2024

  When a subscription is purchased via *****, app developers such as StepBet do not receive the financial details of a purchase, including the credit card used, the status of the charge, etc. It is a protection feature ***** provides when a customer opts to purchase through them instead of through the app provider. As ***** is the billing entity and subscription manager, they are in charge of cancellation and issuing a refund. They maintain help documents that explain how a refund can be requested. One such article is here: *******************************************;
   
  The purchase of a StepBet membership in this instance was made via *****, so only the Apple path for a refund can be offered. This complaint does not involve WayBetter and is only related to StepBet as the end app/service offered through the merchant Apple. ***** needs to be contacted for a resolution.
   
  We hope this helps.

• Initial Complaint

  Date:08/28/2024

  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 was verbally told by phone from a WayBetter *** my involvement would end due to medical reasons and I would not be charged a subscription. WayBetter is now claiming that is not the case and I'm liable for all subscriptions of at least $79.I have been charged for a service that I do not use. WayBetter refuses a refund. In addition i have clearly stated i want my accounts closed and information removed from WayBetter; without compliance. WayBetter has not provided a reasonable method to remove my information.According to the messages I have received, the phone number is not legitimate or used, a registered address or agent has not been provided when requested, & there is no available erasure or contact form or method of any kind on the website or elsewhere.Regarding the New York Privacy Act (NYPA) and NY SHIELD act along with Federal sectoral laws, such as the US Privacy Act of 1974, HIPAA, GLBA, SOX, etc., there are multiple and specific provisions for handling personal data governed by the ******* Attorney General, & more To highlight the New York Privacy Act (NYPA) for rights to access, control, and erase the personal data collected. NY State Senate Bill *****

  Business Response

  Date: 08/28/2024

  To clarify, while the phone number is legitimate, it cannot be used to receive phone support. It is a recording that relays how to receive email support as we do not provide phone support. As such, any communication about this matter would have been via email, for which we have no record.
  
  We have our cancellation policy, practices, and steps available on our site. We also give users self-service options that allow the user to cancel their membership directly via our app or through their app store (depending on the method used to sign up). The membership was provided as outlined in our Terms of Service and was not canceled by the user within those guidelines. 
  
  While we are empathetic to the user's medical reasons, this user did not contact us to cancel the membership or cancel it in the app at any time. We have many games that promote healthy habits, so it is not required to participate in games outside of a user's ability.
  
  As requested, this user's account and all related information were deleted and confirmation was sent on August 27, 2024.

• Initial Complaint

  Date:07/15/2024

  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.

  They took 69 dollars out of my account without my permission. This is a subscription I used to have, did not agree to renew or purchase again, and they charged me without authorization. I received no response from their support agents and had to cancel my card.

  Business Response

  Date: 07/15/2024

  This payment was refunded upon request when the user reached out to us by email. The no questions asked refund was issued to their original payment method on July 14, 2024 as the charge was within the refund period. 

• Initial Complaint

  Date:07/08/2024

  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.

  I signed up for a free trial at some point, but canceled it before the trial was over. I always sign up and cancel immediately so that I dont forget after the seven days. I looked at my bank account today and saw a charge for $69, which I never approved. And when I looked at the history of this company on my bank account, it looks like they charged me $69 in January as well, which I also didnt approve. I dont use their services or their app. I want both $69 charges refunded.

  Business Response

  Date: 07/09/2024

  ******* took our WayBetter quiz on December 29, 2023. At the end of the quiz, the user provided their payment details and joined a 7-day free trial of membership. We immediately sent an email confirmation outlining the membership details. This membership was not canceled at any time. When the payment was charged on January 6, 2024, a receipt was sent, including a receipt from PayPal. We communicate with the tools we have available and have the reasonable expectation that users are aware of payments made to us. We send additional emails, which reflect that the user has an active membership. The refund period for each charge is 14 days, therefore the January payment is past the refund period. The first communication we had from this users was on July 6, after their subsequent payment. This was refunded upon their request. ******* is not eligible for a refund of the January charge. 

• Initial Complaint

  Date:06/26/2024

  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 May 27, 2024 I saw a charge from WayBetter to my PayPal account for $68.99 indicating that it was a membership renewal fee. I had signed up for a 7 Day free trial on 11/20/23, cancelling that trial on 11/26/23 so I would not be charged the renewal fee on 11/27/23 of $68.99 for 6 months. I cancelled the subscription via my iPhone, because that where I originally downloaded the app and signed up. I received a confirmation (in screenshots attached) of cancellation stating my membership would cease on 11/27/23. I took no further action at this point, believing the membership to be cancelled well within the Terms of the application.Only after the latest charge on 5/27/24 did I see that I was in fact charged on 11/27/24 despite cancelling the membership. Upon reaching out to support, they refunded the May charge, but refuse to address the November charge stating I have duplicate accounts. There is clearly an error with the app software or system because the duplicate/ghost account was created without my knowledge, consent, or action. I did not create two accounts at the exact same time, on the same day with two different emails. The support team admits to not being able to definitively locate this ghost account, but asserts that is must be charged/no refund can be given. I could not have known to make a separate effort to cancel or address this duplicate account because I had no way of knowing it existed. I am simply seeking a refund of the $69 from 11/27/23 due to an application error beyond my control.I explained this the best I could to multiple customer service reps, requested a phone number to speak to someone to clarify, but WayBetter's response was that "further discussion will not be entertained regarding this matter." Appreciate any assistance the BBB can provide here.

  Business Response

  Date: 06/27/2024

  ****** created an account with ********************** on June 30, 2023 and joined membership via a seven-day free trial on November 20, 2023.  
   
  Our app was then downloaded, ****** logged in and joined a game named Track Your Meals using $10 in courtesy chips we provide to new players. ****** also submitted a food log to that game. After seven days, the membership billed the card on file for a six-month membership as ****** did not cancel. This membership period elapsed and ****** was charged again on 5/27. We provided a courtesy refund of this charge outside our 14-day refund period due to any confusion ****** may have experienced, but we did not refund the membership period completely provided.
   
  We believe, but cannot say for certain, ****** has a duplicate account based on a screenshot we received from ****** showing a canceled WayBetter app membership in an Apple subscription log. As ******'s membership on the account with the game was purchased directly through us, it would not appear in the Apple subscriptions log. Therefore, if a subscription was recorded by Apple, it would be for a different account. We are unable to locate any other accounts with the information ****** has provided. We have asked for screenshots that would document any accounts created using an Apple relay email in an effort to clear up any confusion, but we have not received those screenshots. 
   
  ****** logged into the account above as recently as 6/25 while we were assisting with this problem. Due to the repeated knowledge/use of this account, this charge is valid. Any subscription held and utilized through Apple would be the duplicate.

  Customer Answer

  Date: 06/27/2024

  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 core issue of an application, API, and/or developer error resulting in unauthorized charges has not been addressed or rectified.

   As requested, I provided the screenshots to the customer service team from my Apple account (included below) showing I have 8 apps connected, none of which are WayBetter. There is not a second account or subscription linked to my Apple ID or hidden behind a relay email; WayBetter themselves cannot show that there are two accounts despite me providing any and all email addresses to my name evidencing there are not two accounts.

  I did create one membership directly through the WayBetter app with my gmail address on my iPhone with PayPal as a payment method on November 20, 2023 for a 7-day free trial. This is the same account/subscription I cancelled on November 26, 2023 (proof of cancellation below). This is the only account I created, I did not create,consent, or take action to duplicate the account to perpetuate subscription payments after cancellation. This was done in error on the part of WayBetter.

  While I appreciate the refund of the May 27 dues, I am still seeking the balance from November, as I should have never been charged after cancelling the subscription. I only logged in on 6/25/24 in an effort to source additional screenshots to validate that I did cancel the membership. There is no record within the app environment that shows the user what actions were taken on the account (i.e. free trial, membership, cancellation etc.). The only documented use of the account is on June 30, 2023 when I downloaded the app and decided not to engage, again when I participated in a free trial on November 20, 2023,November 26, 2023 when I cancelled the membership, and on June 25, 2024 to access my account information. There is no such repeated or continued use. The charges are invalid.

  
  I've offered all the information I have, asked to speak directly with someone to rectify this efficiently and limit confusion,excessively explained my actions and customer experience, provided screenshots validating my information, and would greatly appreciate WayBetters cooperation in fixing the error, so future cancelled subscriptions are not continuously charged. Hoping we can get this refund squared away and move on. 

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

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

  Customer Answer

  Date: 07/01/2024

  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 Business account of the issue is incomplete and contains irrelevant information.

  The screenshot provided screenshot indicated that the subscription was terminated on November 27, 2023 confirming that it was cancelled before that date, I believed this to be sufficient information to clear up the two unauthorized charges. An email sent to WayBetter on June 19 (transcript included in original complaint) shows that I provided both my Apple ID and the gmail email address associate with single account created on November 20, 2023 (screenshot below) which was acknowledged as the only account to my name by ********************** on June 20, 2024. 

  Im not sure the relevance of initiating correspondence from a different email account, but for context; the email I contacted customer service from was the email attached to the charged PayPal account (disclosed in an email to WayBetter on June 24, 2024) which I use for my small business named after both my late grandmothers. This is why the display name in the email is not mine. It is however displayed in the email signature and registered to the PayPal account. This was not flagged as a point of confusion or impeding the request for a refund until now.

  In fact, the difference of email was explained to WayBetter and holds no baring on proof of a second account because there is not nor has there ever been an account connected to the PayPal email address, which WayBetter can confirm. I have never requested an account to be deleted (only cancelled a subscription) as evidenced by still having an account to log into.I have only ever had one account, additionally confirmed by WayBetters consistent reiteration that they cannot find another account (only baselessly believe there is one).

  I have provided extensive information, screenshots, explanations and proof showing that the one membership created through the WayBetter app with my gmail address on my iPhone with PayPal as a payment method on November 20, 2023 was cancelled on November 26, 2023 and thus the subsequent charges are invalid and due a refund. WayBetter knows and can confirm that I only engaged with the app four times in one year, most recently on June 25, 2024 to find additional proof of my claims (which the app interface does not show). Logging in as an effort to further validate my claim is not a reason or action to deny a refund.

  Seems that WayBetter is deliberately ignoring certain information that clearly shows I had one cancelled account and was charged by mistake. Despite their confident statement that the system could not have duplicated the account, I can state with confidence that I did not create two accounts under two entities at the exact same time on the exact same date and then separately connect the same method of payment to both, begin a trial on one, proceed to cancel the other, then dispute the charges of the second 6 months later. I would remember this repetitious, unreasonable and unnecessary action, plus have proof of both accounts which I nor ********************** has. Such lengths would not be taken if this were in any way accurate.
  Despite the consistent implied accusation of dishonesty, I am sharing the complete and honest truth, simply asking that the company acknowledge the mistake and make right the wrongful charge.

  I feel that WayBetter is accusing me of lying for simply asking to make right a wrongful charge. I cancelled the only account I created with no further action because I received confirmation that it was cancelled.  What are my options to proceed with reconciling this charge if the company refuses again?

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

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

  Business Response

  Date: 07/09/2024

  We can confirm that there is only one subscription on the account that we were able to locate for ******. This is also the account that ****** is aware of and has login credentials for. We were happy to issue a refund for the recent charge, though it was past the refund period at the time we were contacted. When this account was created, payment information was provided and we sent confirmation about the membership being through WayBetter directly. This included what the terms would be. When it was initially charged on November 27, 2023, a receipt was sent by PayPal as well. The account email and PayPal emails are different, which means that receipts were sent to each email address. 
   
  Users can only have one subscription per account, so we can confirm that the Apple based membership was joined on a duplicate account that has not been located, though it is not relevant to the charges on this account. 
   
  WayBetter did our due diligence to communicate about this membership, and it was backed up by PayPal's email. As these were sent to to different email addresses, we believe this is sufficient to expect that the user was properly notified. We have the reasonable expectation that a user will be aware of emails sent as well as charges to their financial institution. The January payment is not eligible for a refund.  

• Initial Complaint

  Date:06/21/2024

  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.

  on 6/18/24, i signed up for a stepbet (same company as waybetter) game that was to include a one week membership trial. intead, i was immediately charged $59.99 for a yearly membership and no trial was given. this was purchased through apple pay. i have cancelled this subscription, but i need to be refunded as i was NOT intending to sign up for a full year, just try the week trial. i contacted waybetter support and they only instructed me that they are not able to do anything about my subscription since it was purchased through apple. this is plainly untrue. if for some reason they or apple disqualified me from a free trial, it was not made known up front and no verbage clearly showing conditions regarding any previous trials or memberships.i am requesting a full refund of $59.99 to my account either through apple, or as a balance to my waybetter/stepbet account. my registered email with waybetter is ***********************************

  Business Response

  Date: 06/22/2024

  StepBet ceased being a WayBetter-owned company in 2023, and all support inquiries for StepBet need to be directed to *******************. We will share that if a membership for any app is purchased via a third-party provider, such as ****** Play or Apple, that a cancelation and refund needs to be pursued through those entities as they retain all billing and payment data.

  Customer Answer

  Date: 06/24/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I have been refunded by apple for the purchase so the case may be closed.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  Date:06/04/2024

  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 paid to participate in games but I needed to withdraw before the game was over due to errors within the app that prevented my steps from syncing properly and also due to a medical emergency that just happened which will prevent me from getting the steps I need (spine injury, injured my neck and back). I am currently in 2 step games, '10k steps a day' and 'ultra walk it off' that total $150 and they will not let me withdraw from the games for a refund. Withdrawing from the games won't even cost them anything yet they insist on keeping my money and ******** me over even though I have been a paying customer for almost a year. Beware of giving your money over because they are not reasonable in issuing game refunds and won't even comprise, so if there's a mistake with their app or you have an accident of some kind you are out of pocket $200 or more.

  Business Response

  Date: 06/05/2024

  This player joined games that required meeting daily step goals. According to our rules, steps must be captured by a supported tracker and cannot be manually entered. This information is clearly disclosed in our rules. The player manually entered an activity which did not count towards his steps. He cited technical issues with his phone due to the storage being full but did not reach out to us immediately upon encountering these issues. Furthermore, he never indicated any medical limitations preventing him from participating in games during any of our multiple (six) email exchanges.
   
  The player requested an exception to accept his manually entered activity, which did not qualify under our rules. To maintain the integrity and fairness of our games for all participants, we support the decision to not accept the manually entered activity. Accepting it would be unethical and unfair to other players.
   
  However, if the player now wishes to follow up with information regarding medical limitations, we are happy to review the data and determine if it qualifies for a refund.
   
  In addition, our app offers troubleshooting guides for common technical issues. Players can access these guides through the 'Help' section of our app. We encourage all players to refer to these resources and contact us promptly if they encounter any issues so we can assist before the submission deadline and before the games end.

  Customer Answer

  Date: 06/10/2024

  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 explained to the business that I walked all of the steps for the game required in order to win, but there was a syncing feature in the app that had a bug in it and would not sync my steps properly or on time which caused me to miss my required steps for a specific day. I made attempts to reach out to the business and also resolve technical issues before the step game had ended, however the business does not want to honor my request for refunds due to technical error. 

  In addition, I had a medical condition which interfered with my ability to complete the games in a safe and feasible manner. The business has requested documents which support this in consideration for the refund, therefore I have provided the following documentation as outlined in the letter to the Waybetter team below concerning my medical condition and also the full amount of the refunds requested.

  Dear Waybetter team,
  
  I hope this message finds you well. I am writing to request a refund for several services due to a medical emergency that has rendered me unable to participate in the activities I signed up for.
  
  Medical Situation:
  On May 31st, 2024, I received medical services for severe back and neck issues, which caused significant pain and discomfort, including sharp join pains and headaches which hindered my ability to complete the games. I have attached the following documents to verify my condition:
  
  Medical Claim Documentation with ********** Blue Shield: Includes claim number and date of service (5/31/2024).
  X-Ray Images: Show abnormalities and injury to the spine and neck, including significant pressure and compression in the vertebrae, scoliosis, and misalignment of the C1 vertebrae.

  Doctor's Note: My doctor has written to verify that I do in fact have a medical condition which interfered with my ability to compete in the games.

  These conditions severely affected my ability to participate in the step games and other physical activities, particularly on May 31st and the days following.
  
  Services and Refund Request:
  As a result of my medical condition, I am unable to utilize the following services for which I request a refund:
  
  10k Steps per Day Challenge purchased on May 19th, 2024 - $50
  10k Steps per Day Challenge purchased on May 27th, 2024 - $50
  Ultra Walk It Off Challenge purchased on May 27th, 2024 - $100
  In addition, I would like to request a prorated refund for my 6-month subscription, as I am unable to continue participating in these activities due to my medical condition.
  See attachments included.
  
  I made every effort to participate in the step games, but due to my medical condition, it was unsafe and unfeasible. I appreciate your understanding and consideration in this case. Please let me know if you require any additional information or documentation to process my request.
  
  Thank you for your attention to this matter.
  
  Best regards,

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

  Business Response

  Date: 06/13/2024

  The refunds in question are for games that require a user meet specific daily step goals to be declared a winner of a game. This user has been playing our games since August of 2023 - which demonstrates he is aware of the game requirements. Additionally, he has received previous exceptions in which we informed him he is required to reach out the day for the requested exception in order for us to assist. Our games are time-sensitive so issues need to be reported immediately.
   
  ****** reported that he experienced an issue on June 2nd, but did not reach out until June 3rd - outside of our troubleshooting window. He indicated that he reached his step goal but was not receiving acknowledgment for doing so. From our research, we detected manually added activity (steps) which do not get applied towards games as they cannot be verified. In such cases, this is usually an effort to manipulate the outcome of a game which is against our terms of use. 
   
  While we were researching this issue for him, ****** replied to the same email chain 7 times without mentioning any reference to a medical exception. The first we learned of a medical issue was when he submitted this complaint to the BBB.
   
  After reading about his need for a medical exception, we followed up and were provided with documentation which resulted in us issuing refunds for eligible games. We do not provide refunds for games that have ended. One game ended on June 2 therefore no accommodation could be made for that game as the documentation was not received until June 7. 
   
  ****** acknowledged this and stated that the matter was settled. We have gone above and beyond to accommodate this user by providing generous exceptions and considerations. This BBB case appears to be an abuse of the system, as ****** did not complete his goals and attempted to place blame on various entities (phone storage, tracker, WayBetter, medical, email issues, etc.), showing no concern for other players who have committed to following the guidelines.

  Customer Answer

  Date: 06/13/2024

  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.

  While I do not agree with the business's assessment of what happened, nor do I appreciate their accusation that I am 'abusing the system', the business has agreed to issue refunds for most of the games that were requested based on proof and medical documentation that was provided to them, and this matter has been settled. I will not be returning to do further business with this merchant in the future, but I do wish them the best.

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