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:08/31/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Want my account reactivated.Deactivated account as I was waiting on a gift card and they state that my account was deactivated for duplicate receipts was is not possible as they system tells u immediately that the receipts are duplicate can will not process it.

  Business Response

  Date: 08/31/2023

  Hello and thank you for reaching out to the Fetch team! 
  
  Fetch is happy to provide a rewarding service that is fun and easy for our users, and we were more than happy to take a look at this user's account. 
  
  After a careful review, we have reactivated this user's account. We are happy to continue offering our services and rewards to the user. We do recommend that they review our Terms of Service (***************************************************)
  
  If this user should have any questions, we would be happy to answer them at **********************************.
  
  Kind Regards,
  
  The Fetch Team

  Customer Answer

  Date: 08/31/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *********************
  

• Initial Complaint

  Date:08/24/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Deactivated Account without proper cause.

  Business Response

  Date: 08/28/2023

  Hello! Thank you for reaching out to the Fetch team!
  
  We were more than happy to review this user's account. When taking a look into this user's snap history, our team discovered that this user was purchasing high point items and then returning them.  This is a direct violation of our Terms of Service.
  
  This user can review our Terms of Service here:
  (***************************************************)
  
  Fetch may take any action in its sole discretion against any activity it deems fraudulent, including terminating an account. This includes but is not limited to, when somebody tries to fraudulently obtain points. Fetch has the ********** of providing a fair experience for users to accumulate points and maximize their savings, this is why we have to freeze/deactivate accounts that violate our Terms of Service.
  
  If you have any further requests for more information on this matter please let us know at **********************************.
  
  Warm regards,
  
  The Fetch Team

  Customer Answer

  Date: 08/28/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I did not purchase high point offers accepted the points and then return the items. I have asked Fetch to show me what items they are referring to but they have not. If I had did what they said then they could easily show me. To resolve this complaint allow me to utilize my points to redeem my gift cards and then remove me from their site if they want to. Thanks
  
  Regards,
  
  ***********************

  Business Response

  Date: 08/29/2023

  Hello! Thank you for reaching back out to us.
  Our team was more than happy to take another look at this account. While reviewing this account our team found multiple instances of this user purchasing items and then returning them. This is a direct violation of our Terms of Service. Fetch may take any action in its sole discretion against any activity it deems fraudulent, including terminating an account.
  Please note that Fetch will not provide the evidence of fraud to this user. We hate to terminate accounts, but we must do so to those that violate our terms.
  They can review our Terms of Service here:
  (***************************************************)
  Regards,
  The Fetch team

  Customer Answer

  Date: 08/30/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Fetch refuse to show proof because they dont have any. This way they can deactivate any person's account, take there money and get away with it. If they're doing it to me, they are doing it to others. Eventually there will be a class action lawsuit and maybe then i will get justice.
  
  Regards,
  
  ***********************

  Business Response

  Date: 08/30/2023

  Hello! 
  
  Thank you for reaching out to the Fetch team once more. 
  
  We love rewarding shoppers with gift cards for their favorite places, and we were more than happy to take another look at this user's account. 
  
  While under review, our team discovered over ****** Fetch points earned fraudulently by purchasing items with high point values and then returning them. 
  
  This is a direct violation of our Terms of Service. 
  ***************************************************
  
  Fetch may take any action in its sole discretion against any activity it deems fraudulent, including terminating an account. This includes but is not limited to, when somebody tries to fraudulently obtain points.
  
  As a team, we do not enjoy freezing accounts, but we must do so to those who violate our Terms of Service. 
  
  If this user has any other questions, they can reach us at **********************************.
  
  Regards, 
  
  The Fetch team

  Customer Answer

  Date: 08/31/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer 

  OK again, i did not purchase products and then returned the item after receiving the points. If you checked and said ***** pts were obtained fraudalent, why not take the ***** pts from my balance of ******? That would be fair and agreeable.
  
  Regards,
  
  ***********************

  Business Response

  Date: 09/11/2023

  Hello! Thank you for reaching back out to our team.
  Our team was more than happy to take one last look at this. We are able to confirm that this user gained over *************************** points fraudulently by purchasing items and then returning them. This is a direct violation of our Terms of Service.
  If the user would have liked to continue using the app, they should have abided by our terms.
  They can review our Terms of Service here:
  (***************************************************)
  Thanks,
  The Fetch Team

  Customer Answer

  Date: 09/11/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I believe a fair settlement to the issue would be to deduct the 60 000 points from my balance if they truly feel i aquired them by fraud.
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:08/22/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Fetch banned my account for no appear at reason, my account was working just fine before they messed with my account and it got locked so I cannot sign in no more.

  Business Response

  Date: 08/23/2023

  Hello! Thank you for reaching out to the Fetch team!
  
  We were more than happy to review this user's account. When taking a look into this user's snap history, our team discovered multiple violations of our Terms of Service. Unauthorized activity includes any action that is deceptive or an attempt to gain points not in accordance with these Terms and includes, but is not limited to, creating fake receipts or accounts, submitting altered receipts, submitting receipts for purchases not made by you for personal, non-commercial use, submitting receipts in any currency other than U.S. dollars and/or buying products and returning them.
  
  Fetch loves to award points to our users who act within our guidelines in our Terms of Service, which can be reviewed here: (******************************************************).
  Fetch may take any action in its sole discretion against any activity it deems fraudulent, including terminating an account. This includes but is not limited to, when somebody tries to fraudulently obtain points. Fetch has the prime goal of providing a fair experience for users to accumulate points and maximize their savings, this is why we have to freeze/deactivate accounts that violate our Terms of Service.
  
  If you have any further requests for more information on this matter please let us know at **********************************.
  
  Warm regards,
  The Fetch Team

• Initial Complaint

  Date:08/10/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My name is ***********************, email associated with fetch is ************************ I am unable to submit any receipts due to my account being deactivated. Even now I am able to login as usual but submitted receipts does not get saved. and I had not received any notification or email stating this, when I reached out with a support ticket for a receipt issue, I then received a response that my account was deactivated due to returning items on a purchase. As I had brought wrong products I have returned, but this has not happened repeatedly nor intentionally to obtain any points and I can provide any sort of information you need. I have been sticking and making sure I follow all terms of the app since I have started using fetch. In the last couple days I have reread the terms and conditions so I will oblige fully with all guidelines. So I hereby request you to activate my account as soon as possible for my unintentional mistake so I can continue using it as rightly needed. I do appreciate your time and efforts to review this case/ticket and reconsider the account deactivation. Thanks in advance. I hope to hear some good news from you.

  Business Response

  Date: 08/11/2023

  Hello! Thank you for reaching out to the Fetch team!
  
  Our team's investigations have determined that this user's actions violated our Terms of Service by returning purchased partnered and offered products after purchase. These actions violate our Terms of Service. They will remain deactivated per line 28 of our Terms of Service which can be reviewed here: (******************************************************). 
  
  Fetch may take any action in its sole discretion against any activity it deems fraudulent, including terminating an account. This includes but is not limited to, when somebody tries to fraudulently obtain points. This is why we have to freeze/deactivate accounts that violate our Terms of Service.
  
  If they have any questions, they can reach out to us at **********************************.
  
  The Fetch Team.

  Customer Answer

  Date: 08/17/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  the merchandise returned have nothing to do with the ones where points where obtained, *********** returned were part of the same purchase but not eligible for any points. 
  

  and I have submitted 3 emails to the support team but have not received any response. I have been a user with over ********* points which has been accumulated over a long period of time and is very unfair to take away everything without understanding the situation in full. So I hereby request to review that the merchandise returned does not fall under the category of the terms and conditions and hence no rules have been violated.

  [Please type your response here.]
  
  Regards,
  
  ***********************

  Business Response

  Date: 08/23/2023

  Hello! Thank you for reaching back out to the Fetch team.
  
  Our team took another look at we can confirm that this user earned thousands of ******************** points by returning items after purchasing them. These actions are a direct violation of our Terms of Service. Unfortunately, this user will remain deactivated. (******************************************************).
  
  Fetch does not like to terminate accounts, but we must do so when our Terms are violated.
  
  Regards,
  
  The Fetch Team

• Initial Complaint

  Date:08/10/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Fetch rewards support team disabled me from sending emails and submitting request tickets since jun 18, 2023. I have numerously sent emails and submitted request tickets due to their system falsely identified my receipts as duplicated, but no response and the tickets were piled ** in their app as failed, retries many times without a resolution. Recently, I sent two emails on BBB, and their websites, no response. Beside poor support response, they have been taken over ten thousands points from my account due to their system charge over three the thoudsands points to cash out for Amazon gift cards.

  Business Response

  Date: 08/11/2023

  Hello! Thank you for reaching out to the Fetch team!

  We reviewed this user's account. They were originally restricted from contacting us regarding an issue that was answered by our team multiple times. After escalating their original ticket to our highest support level, they kept repeating the same response, dissatisfied with our original answer.

  Fetch recognizes the final paid item price, pre-tax and after all other coupons/discounts/savings (like CVS ExtraBucks) have been applied. All points awarded for completed offers and individual items will use this process.

  This user has receipts with such discounts on partnered and offered items. Their receipt price is $0, which indicates no money was spent on these purchases and will not be credited as such. If this user would like full credit for partner products or offered items, they will need to purchase the item at full price. Discounted items will have their point value diminish based on the total value of the discount applied.

  We show that this user has an account with ****** points available for use. We work with gift card providers to give users the best rates possible so a few of our rewards may require a higher value of points to redeem, but we have a few that are lower.

  If they need help accessing their account, they can reach out to our team for further assistance at **********************************.

  Warm regards, the Fetch team.

  Customer Answer

  Date: 08/11/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  
  I have been with Fetch rewards over the past five years, struggling with their systematic issues.  Earned very little points 25 points per receipt that took me many years to earn points that I can cash out, but they ignored and came up with the way to take away my earned points by degraded the value of my earned points to cash out for the gift cards, see attached screenshots.  The value of my points should be reflecting the value of the gift cards; five thousands points should be equivalent to $5.  Beside from that they also start to take away my qualified earned points from my purchases.  I requested for their manager intervention, but they refused and disabled my communication just because they want to take my points as I addressed to ***** on June 12, 2023, 9:57 PM CDT as "*****, The matter is not how much I paid using cash or credit card. All shoppers must pay for his or her shopping trip, otherwise, it consider as stolen. In my case, I paid using giftcards that I earned so that consider as payment, not FREE/$0.00, otherwise, other shoppers can do the same if you believed that I paid nothing. I need escalation to fix this problem.". What I earned and pay for at the store has nothing to do with the offer.  I can use it to pay for what I want to buy, not FREE.  It was not a specific coupon that was offer from the manufacturer/vendor.  Currently, I have only ***** points in my account after lost thousands of points on redeeming for the giftcards.  Fetch need to fix their problem and provide a fair and honest practices for the Fetch rewards users.

  Regards,
  
  *****************

  Business Response

  Date: 08/11/2023

  Hello! Thanks for following up with the Fetch *********************** gift cards now require a different value of points to redeem than before. While some of these rewards may have increased points needed for redemption, some now require fewer points for redemption. We do our best to work with each of these gift card providers to get them to give Fetch Users the best rates possible.
  
  This user can find their gift cards under the 'My Rewards' tab under 'Rewards.  If this user is looking for more information regarding their gift cards, if they can not locate their rewards, or if they have questions about their point total, they can follow up with our team at ********************************** as they are now able to contact us through the support center. 
  
  Instore discounts/credits will not apply to offers and no points will be awarded as such. 
  
  Let us know if you have any questions at **********************************.
  
  Warm regards, the Fetch Team.

  Customer Answer

  Date: 09/01/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  

  Please reopen this Complaint #******** as I am still waiting on their support to provide a fair resolution after their unknown manager threatened disable my communication with their support again.
  

  
  

  
  
  Regards,
  
  *****************

  Business Response

  Date: 09/01/2023

  Hello! Thanks for following up again with the Fetch team!
  
  We reviewed this user's recent activity both here with the BBB and within our support tickets. This user has already had their issues/requests answered by our specialists. One of our Supervisors also confirmed this with the user multiple times. We also provided a warning that further engagement on the subject would result in blocking their ability to contact us. 
  
  The matter was pressed and the decision was made to restrict this user's ability to utilize the support features of our app. They are still able to use their Fetch account, however, no further support will be offered to this user. Future ******************** complaints will follow this decision as well. We wish the user well.
  
  Warm regards, The ******************** Team.

• Initial Complaint

  Date:08/10/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Fetch claims to offer rewards for receipt copy uploads, but when approaching the required number of points they change the game. First they moved the goalposts, then moved the game to a different out of reach stadium mid-game. Details:1) I scan receipts and approach ****** points for a gift card.2) They change the requirement to ****** points for the same card.3) As I approach the ****** points, they "update" the software WITHOUT WARNING OR NOTICE so it won't work on my phone.4) They tell me to delete the old version and upload the new version.5) I follow their directions.6) The new version will not load on my phone.7) They offer as solutions to get a new phone or use someone else's phone. Note: they have been and continue to offer points to get friends to sign up with their software. 8) Because my phone works fine and I choose not to put my information in someone else's phone and will not expose a friend to this scamming company by involving them with Fetch that "solution" is not an option.9) I've got a stack of receipts that would've put me over the number required for a $20 gift card but they've locked me out of access to the program to upload them (again, WITHOUT WARNING OR ANY SORT OF NOTICE).10) Since I'm so close to qualifying, I requested that they simply send me the card. They said no.11) I've requested multiple times to speak with a person with the authority to ***** the card or resolve this. They said no. They've refused to elevate my case to a higher level of management. Based on my experiences with them, I can confidently assert that they are morally deficient in addition to being thieves, liars, and fraudsters and recommend not doing any business with them and especially not involving your friends or family, etc. with them.

  Business Response

  Date: 08/11/2023

  Hello! Thank you for reaching out to the Fetch team!
  
  As technology is constantly advancing, we have to improve our app to keep up with the demands of each device. As more devices are released each year, we have to stop support for older devices that run operating systems older than Android 8.0. We show that you're running Android 7.0, which means that your device is no longer supported.
  
  In order to utilize our app, a device must be running an operating system of Android 8.0 or newer. Your account information will still allow you to access your account on a device that runs a newer operating system. We do recommend either obtaining a newer device or borrowing a device from a friend or family member.
  
  If you have any further requests for more information on this matter please let us know at **********************************.
  
  Warm regards, The Fetch Team.

  Customer Answer

  Date: 08/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Dear Sir/*****,

  As I emphasized in my original complaint, Fetch made changes to their app without notifying users that a change was impending.  The result of that change in my case is that the fruits of my labors were denied me.  If Fetch management had any integrity they would have given their users an opportunity to meet the program goals before changing their software.  Not only did they not do that but they offer no reasonable solution.  They offer an option of using someone else's phone for me to collect what they owe--I will not subject any of my friend's to the Decepticons that are the Fetch staff and the schemes they are running.

  In short, and again, the crux of my complaint is rooted in that, again, they changed the software without notice which in essence negated all the time and effort that I invested in their program.

  So, NOT RESOLVED!

   

  Thank you for your time and attention to my concerns.
  

  Regards,
  
  *******************************

  P.S.  As a side note, I maintained polite and cordial attempts to resolve this with Fetch staff over the first several attempts to resolve this.  However, as it became clear the type of company I was dealing with, I called them on what they are, thieves, liars, and scammers, lol, in the politest way possible.

   

  Business Response

  Date: 08/23/2023

  Hello! Thank you for reaching back out to the Fetch team.
  
  While we want to make our app accessible to as many users and devices as possible, we simply can't cover them all. As technology progresses, so must our app.
  
  It appears that this user is operating on a system that is no longer supported by Fetch. We do apologize for the inconvenience. This means that this user can start using a device that is compatible (friend or family member's device works), and can still access all of his account by signing in with your Fetch email and password. Please note, after three months of inactivity, your points will expire.
  
  If you have any further requests for more information on this matter please let us know at **********************************.
  
  Warm regards, 
  
  The Fetch Team

  Customer Answer

  Date: 09/08/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Fetch has not ever addressed my primary concern--that is they changed their software to make my device incompatible WITHOUT any warning or NOTICE. I am not satisfied and they have NOT EVER addressed the reason why.
  
  Regards,
  
  *******************************

  Business Response

  Date: 09/08/2023

  Hello and thank you for reaching back out!
  
  It is our pleasure to serve our Users with cutting-edge technology that supports a wide range of devices. Unfortunately, because of the amount of new devices being released every day, we are unable to cover every single device and thus some devices are then considered too outdated for our technology by no fault of Fetch. 
  
  We have previously stated that this User's device is no longer supported by the powerful technology that is Fetch. At this time, the User still has an active account with us. They are welcome to login and continue using Fetch on a supported device, such as with a friend or family member's. Please note that points expire after 90 days of no receipt activity.

  We wish we could individually make every single device in the world both old and new backward-compatible with Fetch. Unfortunately, our Developers do not have the current bandwidth with take on such a feat. We do our best to make sure everyone can have access to Fetch, and we hope the User still continues to use ******************** on a compatible device.

  As always, the User is free to reach out to ********************************** for additional assistance. Thank you for using BBB and have a great day!
  
  The Fetch Team

• Initial Complaint

  Date:08/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a loyal Fetch rewards app user for well over a year. As a single mom, earning points for things we wouldve purchased anyway and then being able to earn rewards has been very helpful during a time when money is tight. One aspect of the program that we use is the Huggies program because my daughter requires Goodnights at night. I had finally reached the ****** point reward in this program which brought my Fetch balance around ****** points. I then proceeded to use ****** of those points on a reward (two $10 Amazon gift cards). After waiting the 72 hours for my gift card to generate I returned to the app to see that my rewards were declined due to not having enough points. I wondered how this could be considering I had more than enough points for these two $10 Amazon rewards. Then I find a message in my account that they have taken away ****** points due to submitting fraudulent or obscured receipts. I have NEVER done this. I wouldnt even know how to create a fraudulent receipt. So I contacted customer service and received a message back stating that scanning receipts for movie tickets or lottery tickets is against their terms and conditions . I then asked for an example of which receipt included these because I dont buy lottery tickets and we havent been to the movies in at least a year. I received another generic response back about submitting fraudulent receipts and that although theyre allowing my account to remain active they will not re-issue my points. Again I demanded an example of a receipt they are considering fraudulent because I am a hardworking and honest person and I have truly never done this. Now they will not respond and have not re-issued my points. I was counting on those rewards to help with school supplies for my kids. It seems like theyre suddenly doing this to a lot of people based on all of the complaints and its wrong. This app needs to be shut down.

  Business Response

  Date: 08/06/2023

  Hello and thank you for reaching out to Fetch via BBB. We love awarding our Users points for purchases that follow our Terms of Service, (***************************************************) which are agreed upon by all users when they first join the program. Those that do not follow these terms are subject to point deductions and/or account deactivations. In this users' case, our Accounts team found instances where counterfeit receipts were snapped from social media videos, which egregiously goes against our Terms of Service. We have since educated this user as a first warning, however, the activity continued, thus resulting in a point deduction for the submission of counterfeit receipts. As this is only a deduction for the fraudulently submitted receipts at this time, the User is free to continue using ******************** according to the Terms of Service. Failure to comply with those terms will result in an irreversible deactivation. Should this user need assistance with understanding those terms or have any follow up, they are free to do so at ******************************************. Thank you for bringing this to our attention and have a nice day!
  
  The Fetch Team

• Initial Complaint

  Date:08/03/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Fetch is refusing to process a receipt they claim is a duplicate, but its not. They dont want to take care of my member issues because I wont afford their activist LGBTQAI+ MAP (Minor Attracted Person) Godless agenda. They dont have to like me, but at the very least they should process legitimate members issues.

  Business Response

  Date: 08/04/2023

  Hello!

  Thank you for reaching out to the Fetch team!

  We have reviewed this user's account. This user was banned from reaching out to our support team for harassment of our company and our employees. We have a zero-tolerance policy on this subject and as such, this user will not be able to access any support features within the app, or other social media platforms, and can use the app as is.

  However, as a one-time exception, we have fixed this user's issue with their ********* receipt. This is a one-time exception and no further support will be offered for this user. Any further complaints going forward will not be treated as support requests and this user will be denied as such.

  The Fetch Team.

  Customer Answer

  Date: 08/04/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I did not harass anyone. Fetch employees live in a ******************** where there are endless genders, men can magically become women and women can magically become men just by pretending. You claim you dont allow politics or religion on your business social media accounts. Thats another lie. As seen in the attached screenshots, Fetch allows the social politics of the LGBTQIA+MAP (Minor Attacked Person) (evil) all over your business social media accounts. You allow the religion of sexual identity on your business social media accounts. What you dont allow is ********* members to share our beliefs because you dont like them. Truth destroys your make believe fantasyland. You are violating the law by discriminating against *********s. You may think you are doing a one time whatever, but what you are actually doing is to continue to provide me with evidence of your discrimination against *********s and the violation of civil rights. You cannot allow the LGBTQIA+MAP members and employees rights you dont allow to all. You claiming truth, facts, reality, biology, etc. are hate speech doesnt make it such. Soon you will get to see with your own eyes God revealing great evil and corruption around the world. Those corrupted judges, etc. who foolishly protect the LGBTQIA+ MAP agenda will be gone. True law and fairness will be again. When you see this happen, know I will soon after file a lawsuit against Fetch for discrimination against my faith and First Amendment rights. You are an activist organization posing as a business. Soon you will see what the cost of such illegal behavior will be for you. 
  
  Regards,
  
  ************************
  

• Initial Complaint

  Date:08/02/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They said I returned items too many times for points in which I didnt know I earned points in them or did I know that returning items for not ok. They should of given me a warning first. I earned a lot of points otherwise and now cannot redeem them because they said I was no longer able to continue my account. I tried to read the agreement but i didnt see anything about returns only that they can cut you off for any reason

  Business Response

  Date: 08/03/2023

  Hello! Thank you for reaching out to the Fetch team!
  
  We have investigated this matter and found that this user's account was in violation of the Terms of Service. During our investigation, we found that they violated our Terms of Service by submitting return receipts that contained partnered brands and offered products. This user obtained a large number of points with these actions, and as such this user will remain deactivated. 
  
  Our Terms of Service can be reviewed here: (******************************************************). Please refer to line 28 within our Terms of Service. 
  
  Fetch may take any action in its sole discretion against any activity it deems fraudulent, including terminating an account. This includes but is not limited to, when somebody tries to fraudulently obtain points. This is why we have to freeze/deactivate accounts that violate our Terms of Service.
  
  If you have any further requests for more information on this matter please let us know at **********************************.
  
  Warm regards, The Fetch Team.
  
  

  Customer Answer

  Date: 08/03/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Actually I really didnt receive those points they were frozen. I did not do that fraudulently as you say
  
  Regards,
  
  ***************************

  Business Response

  Date: 08/04/2023

  Hello! Thank you for following up with the Fetch team!
  
  We have investigated this matter once more and found that this user's account was still in violation of the Terms of Service. This user obtained a large number of points by submitting return receipts that had partnered brands or offered products. As such this user will remain deactivated and will not be able to use their Fetch account.
  
  Our Terms of Service can be reviewed here: (******************************************************). Please refer to line 28 within our Terms of Service.
  
  Fetch may take any action in its sole discretion against any activity it deems fraudulent, including terminating an account. This includes but is not limited to, when somebody tries to fraudulently obtain points. This is why we have to freeze/deactivate accounts that violate our Terms of Service.
  
  If you have any further requests for more information on this matter please let us know at **********************************.
  
  Warm regards, The Fetch Team.

  Customer Answer

  Date: 08/08/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:08/02/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Better Business Bureau,I hope this email finds you well. I am writing to file a formal complaint against fetch rewards regarding a series of unresolved issues and a lack of adequate customer support. The primary issue revolves around the company's claims of fraudulent receipts added to my account without providing any substantiating evidence. Despite multiple attempts to obtain proof, I have received no follow-up or documentation to support these allegations.Furthermore, I have discovered that this is not an isolated incident. It has come to my attention that similar occurrences, where points are deducted without proper reimbursement to customers, have been reported online. Adding to my frustration, I have found it exceedingly difficult to seek resolution through the company's customer service channels. There is no dedicated customer service line, and the responses received are generic and fail to address the specific concerns raised. It is disheartening to see that my inquiries are not thoroughly reviewed, and the necessary support or clarification is not provided.I have made every effort to cooperate with Fetch by submitting all the receipts I possess as requested. However, the company has failed to provide any conclusive evidence indicating which items were unsupported. This lack of transparency leads me to believe that fetch is intentionally withholding the rewards I have rightfully earned.Given the circumstances, I feel compelled to escalate this matter and seek a fair resolution. I kindly request your assistance in investigating this issue thoroughly. It is my hope that your involvement will prompt fetch to address the concerns raised, rectify the situation promptly, and provide the necessary support to its customers.Thank you for your attention to this matter. I look forward to a Prompt response and a satisfactory resolution to this situation.Sincerely,***********************

  Business Response

  Date: 08/03/2023

  Hello! Thank you for reaching out to the Fetch team!
  
  We have investigated this matter and found that this user's account was in violation of the Terms of Service. During our investigation, we found that they violated our Terms of Service by submitting Screenshots of screens that contained either receipt or eReceipt details which contained partnered brands and offered products. This user obtained a significant number of points with these actions, and as such we have removed the points that this user gained from these submissions. 
  
  This user will not be able to get these points back as these submissions in fact violated our Terms of Service. Further submissions of invalid receipts, such as the submissions of screens containing receipt details, will result in more points being deducted from this user's account or possibly deactivation. This user is welcome to obtain points from valid physical receipt submissions or eReceipts submissions via our eReceipt feature. 
  
  Our Terms of Service can be reviewed here: (******************************************************). Please refer to line 28 within our Terms of Service. 
  
  Fetch may take any action in its sole discretion against any activity it deems fraudulent, including terminating an account. This includes but is not limited to, when somebody tries to fraudulently obtain points. This is why we have to freeze/deactivate accounts that violate our Terms of Service.
  
  If you have any further requests for more information on this matter please let us know at **********************************.
  
  Warm regards, The Fetch Team.
  
  

  Customer Answer

  Date: 08/03/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear 

  
  
  Thank you for your response. However, I must express my disappointment with the level of customer service and support I have received thus far. The generic follow-*** and lack of willingness to address my concerns have left me frustrated and concerned about the long-term viability of our relationship.
  
  
  I want to reiterate that the receipts I uploaded were authentic and in my possession. I take pride in making legitimate submissions that adhere to the Fetch Terms of Service. It is disheartening that some of my receipts have been labeled as fraudulent without providing specific details or evidence to support this claim. I believe in open and transparent communication to resolve any misunderstandings.
  
  
  In order to address this matter effectively, I kindly request clear and specific information regarding which receipts were deemed fraudulent and the reasons behind this decision. Perhaps my bank statement showcasing the restaurants, clothing, etc would work to show proof?? This will enable me to provide the necessary clarification or evidence to support my case and ensure a fair resolution.
  
  
  I genuinely value the Fetch platform and the benefits it offers. However, the current lack of effective customer service and communication is concerning. I strongly urge you to reconsider your approach and provide a more personalized and supportive experience for your users. Open lines of communication and a proactive attitude towards customer satisfaction are crucial for the long-term success of any company.
  
  
  I appreciate your attention to this matter and hope that we can work together to resolve this issue in a manner that upholds the values of transparency and fairness.
  
  
  Thank you for your understanding.
  
  
  Sincerely,
  ******
  
  
  
  
  
  
  
  
  Regards,
  
  ***********************

  Business Response

  Date: 08/04/2023

  Hello! Thank you for reaching out once more to the Fetch team!
  
  We have reviewed this matter once more. During another investigation, we found that they indeed violated our Terms of Service by submitting Screenshots of screens that contained either receipt or eReceipt details which contained partnered brands and offered products. We do not accept or plan to accept submissions of screens containing receipt details. The points that this user obtained by violating our Terms of Service have been removed and will not be awarded back to the user.
  
  Further submissions of invalid receipts, such as the submissions of screens containing receipt details, will result in more points being deducted from this user's account or possibly deactivation. This user is welcome to obtain points from valid physical receipt submissions or eReceipts submissions via our eReceipt feature.
  
  Our Terms of Service can be reviewed here: (******************************************************). Please refer to line 28 within our Terms of Service.
  
  Fetch may take any action in its sole discretion against any activity it deems fraudulent, including terminating an account. This includes but is not limited to, when somebody tries to fraudulently obtain points. This is why we have to freeze/deactivate accounts that violate our Terms of Service.
  
  If you have any further requests for more information on this matter please let us know at **********************************.
  
  Warm regards, The Fetch Team.

  Customer Answer

  Date: 08/12/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Dear fetch, 
  
  
  I am writing to express my deep disappointment with the level of customer service I have received from your company. I understand that there may have been a delay in my previous responses, and I apologize for any inconvenience caused. Work and personal commitments have been overwhelming lately, which has contributed to the delay.
  
  
  I want to emphasize that I have repeatedly mentioned the claims are not applicable in this situation. As someone involved in the beverage industry, both my husband and I have a clear understanding of the possessions we own. Additionally, I have incurred expenses for groceries and other items, which I believe should be taken into consideration.
  
  
  The customer service I have experienced thus far has been nothing short of horrendous. It seems as though you do not prioritize the needs and concerns of your customers. This is my final attempt to reach a resolution with you. I kindly request that you outline what actions you are willing to take in order to rectify this situation. I am no longer willing to engage in further back-and-forth communication that leads to no resolution.
  
  
  It is crucial for your company to establish a robust customer service system that genuinely cares about its customers and strives to understand their situations and concerns. I have reiterated my situation repeatedly, like a broken record, and it is disheartening to see that my concerns have not been acknowledged.
  
  
  Furthermore, the lack of a direct contact person or helpline exacerbates the frustration I am experiencing. I must also bring to your attention that one of your representatives deleted my email in your app when I expressed my frustration. Such actions are completely unacceptable and unprofessional, and they have further tarnished the reputation of your company.
  
  
  I regret to say that this entire situation has put your company in a negative light, which is extremely unfortunate. I had hoped for a more positive and satisfactory resolution. However, it seems that my expectations have not been met.
  
  
  In conclusion, I urge you to take immediate action to address the issues I have raised. I expect a prompt response outlining the steps you will take to rectify this situation. I hope that in the future, your company will prioritize customer satisfaction and work towards providing a better customer service experience.
  
  
  
  Regards,
  
  ***********************