Business Profile

Gift Cards

Tango

Headquarters

Complaints

This profile includes complaints for Tango's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

33 total complaints in the last 3 years.
14 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:11/14/2022
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 don't understand this company, I call them they tell me that they are not ******** and vice versa but the phone number is the same, I filed a complaint with ******** and Fetch as well. Anyways, I have over 20 gift cards that were supposed to be redeemed with this company and when I go to use them they said that there is no balance on there. How is that possible, some of them are from last week, I cant get the emails it is a chain email program that they have set up that it is so hard to find the actual gift card and use it. I want al of my gift card sent to me with the available balances and the ones that are supposed to be already used to find out why they are used when I just go them or never received them.
Business Response
Date: 11/21/2022
We think Michelle might viewing her original Reward Links, and not the actual gift cards that were sent to her separately. Our customer support team will reach out to Michelle and resend all of her rewards that have current balances. We're happy to answer any questions!
Customer Answer
Date: 11/22/2022

Complaint: ********

I am rejecting this response because: I have called the customer service and they were not able or willing to resend them all because there were so many and they could not offer me insight as to which ones had balances on them There was a ****** gift card that I just got and went to use it and it said that it had no balance.

Sincerely,

Michelle ********
Business Response
Date: 12/02/2022
Our records show that Michelle called our support team on Nov. 1. Our customer support representative did resend all of Michelle's rewards, including the ****** gift card that was originally sent to her on September 30, 2022. Our team re-sent the ****** gift card, for a second time, on November, 29, 2022 per Michelle's request. At that time, it contained the full reward balance. Our representative also provided Michelle with an overview of her account details, step by step, including the balances at that time. We are happy to share our records or answer any additional questions.

Customer Answer
Date: 12/05/2022

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.

Sincerely,

Michelle ********
Initial Complaint
Date:11/06/2022
Type:Delivery 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 received a reward to use on the tango website. I was issued a gift card and sent confirmation of its shipment. The shipment was never received. I was cleaning out my email some time later and reminded that I never received the shipment. I reached out to the company I earned the money through who directed me to settle with Tango. Tango customer support went back and forth with me, informing me that packages are not shipped out with tracking information or insurance and they could therefore do nothing for me. This was earned, taxable income that was never presented to me due to a delivery error that should be settled by the issuing company, Tango.
Business Response
Date: 11/09/2022
Our customer support team is happy to reissue a replacement. Logan will receive a $140 prepaid Visa in the next 7-10 business days. Please don't hesitate to reach out with any questions.
Customer Answer
Date: 11/10/2022

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. I appreciate the prompt reply.

Sincerely,

Logan *****
Initial Complaint
Date:10/07/2022
Type:Sales and Advertising 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.
Tango acts as the go-between between the "Recognition Vendor" my employer has contracted with (**********) and pre-paid payment card servicer. Tango has set an arbitrary time frame of 4 months to redeem a code toward a pre-paid visa card. Beyond this timeframe, Tango has arbitrarily set a period of 60 days upon expiration to accommodate users who contact them about expired codes. Tango does NOT communicate with the end user in any form about expiring credits. Further, the code provided is an interim code between the "cashed out value" and the card issued to the recipient, which was never done in my case. This means the card's value isn't in my name until I redeem this code. However, I have been TAXED on this amount as earnings, though I was never in possession of the funds. Because Tango
1. Has set an arbitrary expiration date well shorter than industry standards, and;
2. Does not communicate with the card recipient in any way to warn them of lost value, and;
3. Does NOT return the funds to **********, but rather forfeits the funds to the pre-paid card provider;
is evidence Tango is acting as a business in bad faith and profits from setting in place policies that favor Tango at the literal expense of the users of their service.
Business Response
Date: 10/11/2022
Our system indicates that this recipient received their reward in December 2021. After redeeming their reward for a virtual prepaid card, they never spent their balance and their prepaid card expired in July of 2022. When the recipient reached out on Oct. 7, our support team informed them that their card had expired and that the remaining funds had been forfeited. Recipients of prepaid cards have four months to convert the reward into a physical or virtual card, then seven months to spend their balance. Because we provided the reward to **********, who then provided it to the recipient, we can't be certain what information ********** provided to the recipient when the reward was issued. Typically, all prepaid rewards are issued with messaging telling the recipient that they have four months to convert the reward into a physical or virtual card, then seven months to spend their balance. This information is usually located on the reward template as well as on the the prepaid card record, which can be viewed after redemption.

Our support team is available to answer any additional questions.
Customer Answer
Date: 10/11/2022

Complaint: ********

I am rejecting this response because: The funds received are reported as "earnings" meaning I was taxed on these funds at the Utah state bonus rate. Having been taxed on earnings I have yet to receive, and having not verbally or in writing stated that I agree with Tango Card policy on fund forfeiture, I consider the forfeiture of funds as theft. Re-issue the $200 card balance or reach out to me directly to take responsibility for amending the 2021 tax year with my tax specialist, which will have the potential to cost more than the $200 stolen from me.

Sincerely,

Jacob *****
Business Response
Date: 10/17/2022

Our support team has reissued a new digital prepaid card to Jacob with the full $200 balance. Jacob will receive an email from our Director of Support that contains the original redemption link, which he can use to redeem the reward. We're happy to answer any questions or provide additional assistance.
Customer Answer
Date: 10/24/2022

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.

Sincerely,

Jacob *****
Initial Complaint
Date:10/05/2022
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 received a fantasy football payout of $710 from the ********** website and chose the virtual credit card option, which appeared to be simplest, from their option form in February of this year. While I waited for the card to be delivered, a family emergency occurred. The link for the card never appeared in my inbox and this week investigated to see what had happened.

When I finally located the filtered message, the link to redeem the card had expired. I contacted the company, explained the situation, and requested a resissue, which was flatly declined. I was never able to see the card's expiration date due to the problem with delivery and could not have known about it. They have been given a significant sum of money on my behalf that I was unable to access and have found them to hide behind "gotcha" style policies in order to prevent a fair resolution.
Business Response
Date: 10/06/2022
Our system shows that this reward was issued to the recipient on 1/31/2021. The reward was then activated on 2/1/2021 for a virtual gift card. Our system shows that the $710 reward was used on 2/1/2021 for the full amount for a purchase on Amazon.com. Our system doesn't show any attempted contact from the email address ******************* to our support team. We're happy to answer any additional questions.
Initial Complaint
Date:09/28/2022
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 paid for a prepaid digital visa card. After making the purches i have found out i cant use it any where. I have contacted them over it several times with no help and all i get is the same stuff about me being able to use it online or in any store just to be declined every time i have tride to use it. And they will not refund me my money or do any thing to help
Business Response
Date: 10/11/2022
Our system indicates that this recipient was able to make a successful purchase through Google Play on Oct. 1. Our support team is happy to answer any additional questions.
Customer Answer
Date: 10/11/2022

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.

Sincerely,

Rickie *****
Initial Complaint
Date:09/16/2022
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.
THE three (3) ****** GIFT CARDS I got from Survey Site Crowdtap that is supposed to go through Tango Cards I never got the cards emailed to me and when I asked crowdtap THEY SAID IT is all in Tangos hands. well tango has done nothing I had three $20 dollar ****** gift cards thats $60 dollars that is just gone and i lost out on! thats no fair or right!
Business Response
Date: 10/04/2022
Our system indicates that Valerie had three $20 ****** rewards issued and delivered to her email address on 9/13/2022. The three rewards were resent by the sender via email on 9/16/2022. Valerie called our support team on 9/19/2022 stating that she was having difficulties using the rewards. Our representative reached out to ****** and verified that all three rewards had a $0 balance. Our representative followed up with Valerie by email the same day, 9/19/2022, with this information. She has not replied.
Initial Complaint
Date:08/10/2022
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.
I received a Tango Card for a participation in a study for $60. I received the online reward link and redeemed it to ***. I received a message saying the redeemed code was sent to my email but I never received the email so I can't use the gift card. My balance says it's $0 but I haven't spent any of the gift card.
Business Response
Date: 11/14/2022
Our support team has issued a $50 Reward Link to Mr. Green. Please let us know if you have any questions. Thank you!
Initial Complaint
Date:08/09/2022
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.
Recently left my job 7/15/2022 and realized that a gift card redeemed was sent to my work email address by my employer. I called customer service to advise I need my redeem code for my ***** gift card and they refuse to give it to me even after I advised I am no longer with my prior employer, but can provide any information required. They kept me on hold for an hour.
Business Response
Date: 11/14/2022
Our customer support team successfully helped Mr. Rojas by resending his rewards to an alternate email address. Please let us know if you have any questions. Thank you!
Initial Complaint
Date:07/31/2022
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.
Like others that have a complaint with Tango Card, they have told me that my email has been hacked. That seems to be a standard line from their customer service. I have over $400 dollars of cards that I was saving for a big purchase, and Tango Card said they were all used already. They stated that they sent the redeemed email notifications to my email, yet I never received them. They said the hacker must have deleted them prior to my seeing them. I change my email password monthly, and I also use that email address for significantly larger financial transactions and have never been hacked. As an ex ***, I believe that Tango Card either has an internal issue where the theft is occurring via an inside technical person, or they themselves were hacked like other large corporations and they don't want to admit it since it would cause them problems in the real world. They told me I should use multi party authentication, when their system is so basic with NO SECURITY enabled to stop people from stealing vouchers. Additionally they told me to go back to their customers who issued the cards and ask if they would fund my losses. Obviously that didn’t work either. Tango Card needs to change their process to allow for multi party authentication to stop the thefts that are happening within their system.
Business Response
Date: 08/25/2022
After seeing this, we reviewed this particular case and found that this person reached out to us on July 11th about multiple rewards he has received this year. He stated that the Reward Links he received had been redeemed, but that he did not redeem the links for gift cards. One of our reps and a Supervisor looked into his rewards and confirmed they all had been successfully delivered to his email address and were not delivered to any other email.

Also, we informed him that his email address may have been compromised based on our research. Meaning it is very possible that someone accessed his email and redeemed his rewards before he had a chance, which isn’t necessarily uncommon. There was nothing on our end that shows the rewards being accessed by someone else and spent prior to the delivery of the rewards given all of his Reward Links were delivered to his email successfully.

We politely informed him that because we did deliver the links successfully, with their rightful balance, we unfortunately could not restore any balances because they had been redeemed and our client paid for them. He also mentioned that the links were redeemed for ****** and he does not have an ****** account. He asked us to reach out to ****** to find out who redeemed the gift cards but ****** is not willing to provide us this info due to their privacy terms and conditions. We also suggested he potentially reach out to the program manager with our direct client to see if they are willing to remedy this. I hope this info helps. We're happy to take any additional steps to help out with this issue.
Customer Answer
Date: 08/25/2022

Complaint: ********

I am rejecting this response because:
In their response, Tango Card stated that their research showed that my email had been compromised. They did not say that my PASSWORD had been compromised. My password is changed every month, and it is created randomly by Bitwarden a well respected security corporation, and is 16 characters long. I have all of my financial applications going to that email, and NONE of them have been breached or attempted to be breached. They state that the breach of my email is not uncommon. In fact, their customer service staff brought that up INSTANTLY when I contacted them for assistance. Obviously their staff have been trained to go to the most common issues and that was #1. They stated that they delivered the links to ****** gift cards. They sent me records from their system showing that they were delivered to my email address. I received none of those emails. They stated that the HACKER deleted them. I have none in my deleted folder. They said the HACKER deleted them from my folder. They have an answer for all of my question that always point to me, the customer. They said I should implement 2 fa***r authentication on my email system, yet they have NO TECHNOLOGHY IN PLACE ON THEIR END OF THE SAME CAPABILITY. In fact, to get a gift card, you just need an email address. No security challenges that need to be set up to ensure that the rightful owner of the email address is authenticated. Those are VERY COMMON in the financial industry. As a previous *** with a Fortune 500 company, I say that TANGO CARD's security is non existent. In fact I suggested that they look within their organization, and they stated their are no issues there. I lost over $400 and they suggest I go back to the actual issuer of the rewards and ask them to reimburse me. I cant even comment on such an idea.
Regarding ******, I tried to determine who used my links that I never received, and they sated to get the issuer to request that information. If they told ****** that their was a security breach, ****** would assist them to determine the fraud. To much work for Tango to do.
I guess my next step will be to open up a complaint with Washington State Attorney General's Office or the Department of Consumer Protection
Sincerely,

Mark *******
Initial Complaint
Date:07/30/2022
Type:Customer Service 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 am unable to use my debit prepaid card. They use false advertisement about where it can be used and customer service said that ***** pay was a temporary problem. I would like like a cash, check or money order disbursement since customer service is not aware of where the card can actually be used and I am not having luck on my own. Card ending in ****
Business Response
Date: 08/19/2022
Thank you for your inquiry. Tango Card delivers these rewards provided by our prepaid card vendor.

Tango Card received email inquiries from this recipient on July 28, 2022 and on August 1, 2022 and we responded with information regarding any use limitations of the prepaid card they received.

Included in this correspondence, they were advised that only Prepaid Mastercard(r) CAD and USD are compatible with ***** Pay, ****** Pay and ******* Wallets.

The recipient was also advised that not all merchants accept prepaid cards as a form of payment.

According to our prepaid card vendor's records, this prepaid card has been used successfully on multiple occasions, with multiple vendors and now has a minimal balance remaining.

We hope this resolves their questions, if not they are welcome to reach back out to Tango Card or the prepaid card provider directly for further assistance.
Customer Answer
Date: 08/22/2022
(The consumer indicated he/she DID NOT accept the response from the business.)

I was finally able to use the card. Tango cash customer service was unaware of who used the card and doesn't. I was given inconsistent information for example ***** Pay is down try it again in a few days and then told they don't use it. This is pretty much a scam to get your money with limited usage and should be advertised as such. I want even able to purchase a metro car with this.
Business Response
Date: 08/23/2022
We apologize for any inconvenience. We are happy this recipient confirmed they were able to use the card.

Tango Card does not "advertise" the use of prepaid cards with any specific merchant(s) and only delivers the rewards the business partner orders. This business partner ordered a prepaid Visa, which was the product delivered to the recipient.

With regards to forms of payment accepted, it is up to each merchant what forms of payment are accepted and are based on their own Terms and Conditions.

Tango Card provided contact information to the recipient so they could reach out to the prepaid card vendor directly for additional information about the use of their prepaid card.

According to our case records, the following information was provided to this recipient on July 29, 2022 and again on August 1, 2022 in response to her inquiries to Tango Card:

"Virtual Visa(r) Prepaid Card or Mastercard(r) Prepaid Cards are generally valid worldwide wherever Visa Prepaid Card or Mastercard Prepaid Card Debit is accepted, but they can only be used online or over the phone. They can mostly be used like a regular credit card, but they can only be charged for an amount equal to or less than the amount available on the card at the time of purchase. (For example, a $50 prepaid card can be used to make a $49.99 purchase but not a $50.01 purchase.)

Prepaid Visa(r) and Mastercard(r) are not compatible with ****** or any other service where you attempt to transfer funds from the cards to another account, or convert the balance to cash such as *****, ***** Pay, ****** Pay and ******* Wallets. Prepaid Mastercard(r) CAD and USD are compatible with ***** Pay, ****** Pay and ******* Wallets.

Please Note: Prepaid cards also cannot be used at an ATM. There are also merchants that don't accept prepaid cards as a payment method.

Prepaid cards can be used for one-time purchases or bill payments. Please be aware, however, that prepaid cards can't be used to pay a bill or service that would allow the funds to be used a second time (a credit card bill, for example).

If you encounter an issue using your prepaid card, we suggest contacting the retailer directly for additional information to find out why your card isn't working with a particular vendor or on a particular website. You can also access your card details and available transaction information by clicking the original redemption link used to redeem your card."

We hope this information is helpful and clears up any misunderstandings that the recipient may have encountered regarding their prepaid card.
Customer Answer
Date: 08/23/2022
(The consumer indicated he/she DID NOT accept the response from the business.)

Tango is completely misleading and their customer service will tell lies to shut their customers up. I would not recommend this company and would ask they monitor what their customer service reps are telling their clients.

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