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:08/05/2022

  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.

  Fetch rewards suspended my account when I did nothing but do what their app said I could do! I referred people and almost had ******* points and they banned me out of no where! I scan my receipts and havent scanned any counterfeit receipts. I referred my family and friends. I got notifications from the app all the time saying to refer friends and when I do and get a bunch of points they suspend my account! Ive emailed them twice but I dont know if they will respond!

  Business Response

  Date: 08/06/2022

  Hello!

  Thanks for reaching out to the Fetch Rewards team. We are committed to delivering the best experience to the members of the Fetch Family and we were happy to look into this for the user. 

  After a manual review of the user's account, we have decided to reactivate the user's account. We will reach out to the user to let them know about the reactivation and to answer any additional questions they may have.

  Kind Regards,

  The Fetch Rewards Team

• Initial Complaint

  Date:08/04/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My account on fetch rewards has been banned for no reason at all the only bad thing i did was scan 1 or 2 fake receipts but fetch removed those points and after that i havent done anything bad but i still get banned for no reason so i would want my account to be unbanned because i received alot of points from telling people to use my refferal code. After i got banned i emailed fetch rewards and they never responded

  Business Response

  Date: 08/05/2022

  Hello! Thank you for following up with the Fetch Rewards team!
  
  We were able to review this user's account. We have discovered multiple fraudulent receipt submissions, multiple accounts from self referral fraud, and a TikTok that falsely claims 4k free points with use of their referral code. 
  
  As these actions violate our Terms of Service, this user will remain deactivated. Our Terms of Service can be reviewed here: https://www.fetchrewards.com/terms-of-service.
  
  If you have any further questions on this matter please let us know at ********************************.
  
  Warm regards, The Fetch Rewards Team.

• Initial Complaint

  Date:08/04/2022

  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.

  So Today It's Tuesday, August 4th 2022 and I woke up today and checked my Fetch Rewards account to see that it has been inactive. I'm trying to wonder why that is because every receipt I did was very much real and every receipt I've found it has always came from my house or in a box somewhere (I put my receipts in a box every time I finish shopping ) or its from my parents. I tried to contact support but they did not reply and I have a lot of points on fetch rewards so like why did I get banned out of no where if I never broke any of the rules. Was it because I was scanning to many receipts to fast or what? Reply back when you all get chance to. I ALSO WANT A PERSON TO REPLY TO ME NOT A BOT

  Business Response

  Date: 08/05/2022

  Hello! Thank you for following up with the Fetch Rewards team!
  
  We were able to review this user's account. We have discovered multiple fraudulent receipt submissions, since this user created their account.
  
  As these actions violate our Terms of Service, this user will remain deactivated. Our Terms of Service can be reviewed here: https://www.fetchrewards.com/terms-of-service.
  
  If you have any further questions on this matter please let us know at ********************************.
  
  Warm regards, The Fetch Rewards Team.

• Initial Complaint

  Date:08/03/2022

  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.

  I got banned for no reason I had 62k points and I got banned that was not fair I would like my account to get unbanned please I love your app and I cant make a new one I really wanna user it thanks please unbanned me pleas

  Business Response

  Date: 08/04/2022

  Hello! Thank you for reaching out to the Fetch Rewards Team. It makes us happy to be able to provide a useful app that helps our users get rewarded for everyday purchases! While reviewing the user's account, we discovered multiple fraudulent/altered receipt submissions. These are violations of our Terms of Service. Please refer to this page for more information: https://fetchrewards.com/terms-of-service/. Due to these violations, we won't be able to continue offering our services to this user. Kind Regards, The ********************** Team

• Initial Complaint

  Date:08/02/2022

  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.

  Trying to get intouch with someone regarding my inability to sign in. I have followed their directions to no avail. This started on tuesday, july 26. I went to scan in my receipts and I had to sign in. Since I couldn't remember my password I hit the "forgot password" button, verified my email. After doing this several times I got a response from ******. When I replied to him I received a message saying "you have replied to an address that does not receive emails". Every day I have sent messages to them and I cannot seem to get any answers.

  Business Response

  Date: 08/02/2022

  Hello!
  
  Thank you for following up with the  Fetch Rewards Team.
  
  We strive for user satisfaction and the utmost enjoyability when it comes to our app. We were happy to check this user's account. We were able to confirm that the user is receiving the 'Change Password' email but it has not been opened. We sent another email. If the user needs further assistance we will be happy to work with them from their ticket #*******.
  
  
   Kind regards, 
  The Fetch Rewards Team

• Initial Complaint

  Date:08/01/2022

  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.

  On the app fetch rewards it claims you get money back from spending. I spent so much money and my account got banned for no reason. I reached out and never got a response, I want my account back. They app wont even let me make a new account.

  Business Response

  Date: 08/01/2022

  Hello! Thank you for reaching out to the Fetch Rewards Team.It makes us happy to be able to provide a useful app that helps our users get rewarded for everyday purchases. While reviewing the user's account, we discovered multiple fraudulent/altered receipt submissions. This is a violation of our Terms of Service. Please refer to this page for more information: https://fetchrewards.com/terms-of-service/We sent a warning to this user, however, the fraudulent activity continued. We strive to provide the maximum amount of points and savings to our wonderful Fetch users. Unfortunately, if somebody tries to fraudulently obtain points, we have to freeze that account.Kind regards,
  The Fetch Rewards Team

• Initial Complaint

  Date:07/30/2022

  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.

  On 6/28 I used ****** reward points to redeem a gift card reward. On 6/29 I was sent a gift card for **** for $25. When I went to use this gift card, for the first time, it had a balance of zero dollars. I myself reached out to **** about the situation with the gift card. That is where they informed me (by searching the cards number) that the card was never loaded or activated. They advised me to reach out to whom I received the gift card from and let them know of the situation. When I reached out to Fetch about this. They gave me every excuse as to why the card did not work. They told me **** froze the card. (**** confirmed it was not frozen) They told me my email could of been compromised and gift card was stolen. (Fetch later did a check and seen my email was not compromised/ I also checked and confirmed this.) **** ran the gift cards number and it came back in unactivated and unloaded. I sent these transcripts to Fetch, where they responded that the **** representative was wrong because Fetch does not make mistakes. I would just like to receive a working gift card or my reward points back. Attached is my transcripts with **** concerning the **** gift card received from Fetch rewards.

  Business Response

  Date: 08/05/2022

  Hello! Thank you for contacting the Fetch Rewards team!
  
  We greatly appreciate the user's patience as we look into this issue.
  
  The gift card supplier is still currently looking into this situation. We will make sure to update the user the next steps once we hear back from the supplier. 
  
  We will reach out through the email address that is associated with their Fetch Rewards account. Please keep an eye out for any communications from our support team
  
  If you have any further questions on this matter please let us know at ********************************.
  
  Warm regards, The Fetch Rewards Team.

• Initial Complaint

  Date:07/30/2022

  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.

  I downloaded fetch late spring/early summer of 2021. This was how I planned to partially aid in buying Christmas gifts for my children this year. I have religiously scanned every receipt and had accrued almost ******. I logged into my account one day to scan a receipt and ****** of my points were missing. Further digging uncovered a hotels.com gift card was on my account. I never authorized this transaction. I have emailed and followed up with them every day for over a week. They have stated they do not see any fraudulent activity. I never suspected that as I told them. I told them it looked as if Fetch used my points and selected my reward. An internal error, something of the sort. I have no intention of going on vacation. I did not approve this transaction. And this is completely devastating to our family. We are struggling to get by and the thought that I could scan receipts and pick rewards, inclusive of **** gift cards I could use to purchase Xmas gifts for my children this year, seemed perfect. I do not feel I should be penalized for something I did not do. Fetchs' response to me was "gift it to someone else". So I therefore do not get my ****** points returned to me and what I was saving them for is now no longer an option.

  Business Response

  Date: 08/01/2022

  Hello,Thank you for reaching out to us regarding this issue! Fetch loves delighting our users with little moments of joy, and we're happy to look into this situation. After a manual review of the user's account, it was confirmed that the same device was used to redeem the Hotel.com reward as well as snap receipts. As we have already found that there has been no unauthorized access to the user's account only the user can redeem **********************.  Our rewards redemption process is outlined in our Terms of Service (These actions go directly against our Terms of Service (https://fetchrewards.com/terms-of-service/). We ask that the owner of any Fetch Rewards account be responsible for the security of their account. Kind regards, The Fetch Rewards team

  Customer Answer

  Date: 08/02/2022

  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:07/29/2022

  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 have an account with Fish and have been following the rules provided by their terms and conditions. I was falsely accused of altering receipts with no proof. The receipts have been uploaded. What additional information is requested are provided in a timely manner. There has been no alteration or false miss use of this app however I was deactivated. I have points that are pending for a gift card and they will not allow me to redeem them. I have heard this has happened to several people using this app. I requested proof and they refuse. This is a false allegation.

  Business Response

  Date: 07/30/2022

  Hello! Thank you for bringing this to our attention. It makes us happy to be able to provide a useful app that helps our users get rewarded for everyday purchases. The Fetch team was happy to take a close look at the user's account. While looking at it, we were able to confirm that some online orders on the user's account that had been submitted for Fetch points were in fact canceled. Our Terms of Service state, Fraudulent 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... and/or buying products and returning them. If a user tries to fraudulently obtain points, we have no choice but to freeze the account. Kind regards, The Fetch Rewards team
  

  Customer Answer

  Date: 07/30/2022

  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.

  
  This is another false claim. If you look onto my account I dont have any online receipts attached to this account. My online purchases are not attached to fetch and never have been.
  
  Regards,
  
  *****************************

   

  Business Response

  Date: 08/02/2022

  Hello! Thank you for following up with the Fetch Rewards Team.
  
  Fetch is happy to reward our users for buying their favorite products. During our review of this user's account, we confirmed that this user gained an extreme amount of points for items they did not keep. This activity is not permitted either with online or in-store receipts. Unfortunately, based on this activity and the number of points earned, we are unable to continue providing our services to the user.
  
  Kind Regards,
  The ******************** Team

  Customer Answer

  Date: 08/02/2022

  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.
  This again isnt true. Each response is a new allegation of fraud when indeed no fraud has been committed besides your company lying on customers. All items purchased have been kept. Please provide proof of these accusations. I will go on all blogs and social media as well as seek legal consult to share my experiences with the world and share what a horrible company this is.
  Regards,
  
  *****************************

• Initial Complaint

  Date:07/25/2022

  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.

  07/15/2022 I started using Fetch Rewards last year around this time. Things were well, until I was banned. Never once did participate in fraudulent activity, but that's what I was accused of. I thought I was ghosted, but eventually I was given the option to make a new account. I assume they realized the mistake that was made. My points were gone on this account for so long, I figured there was no point in keeping it anyway. I made my new account a week ago. Within a week I was banned again. For the same "fraudulent activity". I emailed the email provided several times asking for proof and got the same automated message over and over again. I had ****** points and two gift cards pending. I will not leave this alone like last time. I love this app, I am well off but I struggle with several mental disorders and Fetch is a source of retail therapy for me. It has in fact helped me, It gives me something to look forward to in life. So I especially don't think it's fair for me to be banned twice for something I've never done. There is no proof of my receipts being edited because they aren't. I understand the caution as I use the app extremely frequently, I will slow down if needed. But I would like for Fetch to unfreeze my account for this false accusation. I submitted a complaint earlier but didn't have the chance to respond due to my lifestyle. My account has remained deactivated but Fetch Rewards has yet to accurately justify this action.They also suspended me my account during a security audit when I was scanning more.

  Business Response

  Date: 08/02/2022

  Hello! Thanks for reaching out to the Fetch Rewards team. It makes us happy to be able to provide a useful app that helps our users get rewarded for everyday purchases. While reviewing the user's account, we discovered multiple fraudulent receipt submissions. We can confirm that this user also created a number of accounts to benefit from self-referrals. This activity is not permitted as a user should only have one account and cannot self-refer. These actions go directly against our Terms of Service (https://fetchrewards.com/terms-of-service/).  Due to these violations, we will not be able to continue offering our services to this user. If a user tries to fraudulently obtain points, we have no choice but to freeze the account. Kind regards, The Fetch Rewards team