Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/05/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Fetch Rewards has stolen tens of thousands of points from me, i have been submitting valid receipts for months and have cashed out multiple times. Twice now that this scam of a company has deducted points from my account for breaking terms of service for fraudulent receipt's and scanning whats not mine. I have and have provided proof that all purchases were valid but my points were not returned. They are lying to not pay me. If im not given my points back, i am going to have to file a lawsuit in small claims court because this is fraud. My account number is ******. I have never broken terms of service.

  Business Response

  Date: 03/06/2025

  Thank you for reaching out to the Fetch Team!

  After careful consideration, our team has concluded that the decision regarding these violations is final. Our team discovered several instances of this user uploading receipts that went against our Terms of Service. The points that this user obtained by violating our Terms of Service have been removed and will not be awarded back to the user.

  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 these terms may result in further point deductions or deactivation of the account.

  If this user has any questions, we are always available at ************************************************************.

  Warm Regards,

  The Fetch Team

  
  

  Customer Answer

  Date: 03/06/2025

  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.

  That is absolutely false, all of my points were removed, even valid e receipts from *********. i have bank statements and the receipts to prove all transactions are valid. fetch rewards is a fraud. and if i am not given my points back, i will be talking to my lawyer.
  
  Regards,
  
  ******* *****

  Business Response

  Date: 03/07/2025

  Hello and thank you for reaching back out to the Fetch Team.
  We were more than happy to take another look at this account. After investigation, we can confirm that this user is submitting receipts from purchases not may by them personally, which is a direct violation of our Terms of Service. This violation led to the removal of fraudulently earned points from this account.
  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 these terms may result in further point deductions or deactivation of the account.
  ***************************************************
  If this user has any questions, we are always available at ************************************************************.
  Regards,
  The Fetch Team

  Customer Answer

  Date: 03/07/2025

  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: 

  This company is continuing to lie, all points were deducted, even all my ********* one and other receipts. i can prove it, I can prove that all purchases were made by me and fetch has no power to tell me what i didnt purchase, if my points are not returned. i will be filing a case with my attorney general and the ************************. I have bank statements to prove these purchases were made by me.
  
  Regards,
  
  ******* *****

• Initial Complaint

  Date:03/05/2025

  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 is selling my personal information and not anonymously. After linking my email accounts, there have been multiple attempts to hack into my email account and various debit card accounts. I NEVER agreed to allowing Fetch to sell my personal emails and accounts information. I requested that they not sell it, but the damage has been done. They have sold sensitive data they had no right to sell. All of the attached attempts to hack into my accounts were made AFTER I linked my email to Fetch.

  Business Response

  Date: 03/07/2025

  Hello and thank you for reaching out to the Fetch Team.
  The concerns raised in the Better Business Bureau complaint have been subject to a thorough investigation. We understand this user's concern, and want to assure them that Fetch takes the privacy and security of our users seriously.
  Fetch does not sell or share their sensitive personal information with third parties for cross-context behavioral advertising. Fetch may disclose certain sensitive personal information, such as their precise geolocation data or the contents of your electronic receipts contained in your email when you consent to such disclosure. We can also assure this user that ******************** doesn't have access to their banking information.
  We recommend that this user review our Privacy Policy (*************************************************)
  If this user has any questions, we are available at ************************************************************.
  Regards,
  The Fetch Team

  Customer Answer

  Date: 03/08/2025

  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.
  
  Due to the fact that these hacking attempts did not start until AFTER I synced my accounts with ********************, I absolutely know they are sharing ALL my emails, not just receipts. This is unacceptable.  The other option is Fetch employees are accessing emails they have no right to.  This is still Fetch's responsibility.   If it continues,  I will consult with an attorney and take legal action. 
  
  Regards,
  
  ***** ********

  Business Response

  Date: 03/20/2025

  Hello! Thank you for following up the Fetch team!
  
  We have looked into your concerns carefully. After reviewing everything, we could not find any indication that our app, Fetch, did anything unexpected.
  
  Specifically, when it comes to connecting email and shopping accounts for eReceipts, we want to reassure you that we take security very seriously. Fetch does not have direct access to anyone's login details. User credentials are protected by strong security measures.
  
  Because of this, we believe that if you are having a problem, it's likely caused by something outside of our app.
  
  We've completed our review of this complaint and, based on our findings, we consider this issue resolved.
  
  Warm regards,
  The Fetch Team
  
  

• Initial Complaint

  Date:03/05/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Want the rewards I earned

  Business Response

  Date: 03/05/2025

  Hello! Thank you for reaching out to the Fetch team!
  
  Our Team reviewed this user's account. We have confirmed that this user had an instance(s) where they were submitting receipts that had previously been submitted by them in an attempt to obtain Fetch points. This resulted in a deduction of points from this user's account, as this activity is not permitted under our Terms of Service. This user will not be able to get these points back, as a one-time exception was already credited on a previous warning. 
  
  Within our Terms of Service, which were agreed upon when the user signed up, any form of fraudulent activity is a violation of these Terms. Fetch may take any action in its sole discretion against any activity it deems fraudulent, including deducting some or all of an account's Points, terminating the account, and taking any other legal or equitable action which may be available to us.
  
  We encourage this user to review our Terms of Service with specific regard to Fraudulent Activity, section 34 (***************************************************).
  
  Warm regards,
  The Fetch Team
  

• Initial Complaint

  Date:03/04/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Fetch STOLE points from me, just like everyone's complaint says below. The day I was supposed to receive my $50 gift card, Fetch notified me that I "broke the rules" and took over ****** points out of my account. All my receipts had been submitted, correctly, for weeks and all of a sudden when I'm cashing it out for a gift card, they make up an issue. This is extremely wrong and unfair. I want my points back. I pay very close attention to brands/products that are included in each offer and make sure that I shop correctly to earn the points I have. I've contacted Fetch multiple times to resolve this issue and I get a generic response back that gives me no help with my issue. I want to know what rule I "broke" and which receipts it was from. They refuse to tell me which submission it was, just confirming they have no proof and just take points away from customers so they don't have to issue us our rewards for using the app. Please give me exact proof or refund my points you stole. I will continue this until I am refunded.

  Business Response

  Date: 03/05/2025

  Hello! Thank you for reaching out to the Fetch team!
  
  We reviewed this User's Account. With our investigation, we discovered that this user had points deducted in error. We have awarded the points that were incorrectly deducted back to this user's account.
  
  If the user has any other questions, please feel free to reach out to us at ************************************************************.
  
  Warm regards,
  The Fetch Team
  
  

• Initial Complaint

  Date:03/02/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had ******* points on my account, which I traded in for gift cards. Fetch took my points with no explanation and declined my gift cards. This is a fraudulent company. They told me to refer to their Terms of Service, but they broke their own TofS when they took my points back. Points that were scanned in through their own app! This company isn't even accredited through the BBB. They just want you to connect your accounts because they are stealing your personal info. They are stealing all of your emails. ******! This company is a ****! Everyone that has had points taken away should come together and sue *********************

  Business Response

  Date: 03/05/2025

  Hello! Thank you for reaching out to the Fetch team!
  
  We reviewed this user's account and with our investigation, we found that this user was submitting online eReceipt orders for points, then canceling or returning these orders. This activity is not permited under our Terms of Service, for use of our app. As such, points were deducted from this user's account for the activity in question. 
  
  Within our Terms of Service, which were agreed upon when the user signed up, any form of fraudulent activity is a violation of these Terms. Fetch may take any action in its sole discretion against any activity it deems fraudulent, including deducting some or all of an account's Points, terminating the account, and taking any other legal or equitable action which may be available to us.
  
  We encourage this user to review our Terms of Service with specific regard to Fraudulent Activity, section 34 (***************************************************).
  
  Warm regards,
  The Fetch Team
  
  

  Customer Answer

  Date: 03/05/2025

  [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:03/02/2025

  Type:Order 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 attempted to collect a reward that I earned in points. Fetch refused my reward then they deducted nearly all of my points claiming they performed an investigation and said they found I violated the terms of service, which I did not. They claimed to review it but provided no such proof. Its just an attempt to get out of an earned reward. I want y account credited out I want proof of the alleged violation. Which they can not prove.

  Business Response

  Date: 03/03/2025

  Hello! Thank you for reaching out to the Fetch Team!
  
  
  A detailed investigation has been carried out into the matter raised in the complaint. During our investigation, it was confirmed that this user had an instance(s) where they were submitting ******* online orders containing mostly partner products were canceled. This user was also informed of the point deduction via support ticket 13180416 Submitting online orders and then canceling them is prohibited. This resulted in a deduction of points from this user's account, as this activity is not permitted under our Terms of Service.
  
  
  Within our Terms of Service, which were agreed upon when the user signed up, any form of fraudulent activity is a violation of these Terms. Fetch may take any action in its sole discretion against any activity it deems fraudulent, including deducting some or all of an account's Points, terminating the account, and taking any other legal or equitable action which may be available to us.
  
  
  We encourage this user to review our Terms of Service with specific regard to Fraudulent Activity, section 34 (***************************************************).
  
  
  Warm regards,
  
  
  The Fetch Team

  Customer Answer

  Date: 03/03/2025

  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 

   

  i did not cancel the order, i decided to not do the mobile pick up and actually entered the store and made additional purchases which I then submitted to Fetch. The only thing that changed was the method of how I picked up the order. I did not violate the terms of fetchs rules. I believe that Fetch is accusing me of something i did not do.  I want my points back on my account
  
  Regards,
  
  ******* *******

  Business Response

  Date: 04/01/2025

  Upon investigation of this user's account, we have two confirmed instances of this user placing ******* orders and then canceling the orders in an attempt to gain Fetch points fraudulently. This is a direct violation of our Terms of Service and resulted in the points gained from these orders being deducted from the account. We would like to encourage this user to review our Terms of Service with specific regard to Fraudulent Activity, section 34 (********************************************service). Having taken the time to carefully assess the case, we would like to inform the user that the decision reached is final.

  Customer Answer

  Date: 04/01/2025

  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 am writing to formally rebut the explanation provided regarding the deduction of points from my account, as detailed in your response referencing support ticket 13180416.
  While I acknowledge that an investigation was carried out, I strongly disagree with the conclusion that I submitted and then canceled online orders. This is a misrepresentation of what occurred.
  The orders in question were not canceled by me. I successfully placed the ******* online orders containing the items mentioned, including partner products, and proceeded to the store. In fact, I successfully picked up the order in the store.
  While there may have been an initial cancellation of the pickup method for some reason (perhaps a system error on *******'s end), I was ultimately able to retrieve my order from the store. My physical presence at the store and the successful collection of the items clearly demonstrate that I did not cancel the order.
  Submitting online orders and then canceling them implies an action taken by the user to terminate the purchase. In my case, I completed the entire process, including going to the store and picking up the order. The fact that I left the store with the purchased items unequivocally proves that the order was fulfilled, not canceled by me.
  Therefore, the assertion that I engaged in prohibited activity by submitting and then canceling orders is factually incorrect. My actions do not constitute a violation of your Terms of Service regarding fraudulent activity.
  I request an immediate re-evaluation of the point deduction based on this accurate account of events. The successful pickup of the order directly contradicts the claim that I canceled it. I look forward to your prompt attention to this matter and the full reinstatement of my points.
  
  Regards,
  
  ******* *******

• Initial Complaint

  Date:03/01/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Fetch Rewards is a website/app where you scan receipts spent at grocery stores and based off of particular items you spent money on you receive points through the app and can redeem those points for gift cards. You also can earn points by playing mobile games on your phone connected through your account with the ********************** app to your account from the game. The games are advertised directly on the fetch app and can download the specific games directly from the fetch app. To earn points you complete specific tasks within those games such as reaching certain levels and receiving points. It tells you, In the fetch app, exactly how many points you will receive by completing the tasks.I downloaded and started playing the Coin Master game to get points for the fetch app. I received points to my Fetch app for completing Villages in the game which are basically just specific levels within the game. I received points for completing village (level) 1, 3, 10, 20, 40, and 60. When I reached level 80 on the Coin Master game I noticed I did not receive the ****** points from Fetch that were promised. I reached out to the Fetch help team and explained the issue and after a couple days I received the ****** coins in my Fetch account that I earned On 01/23/25. When I reached village 100 I was to receive ****** coins. Once again, I did not receive them in my Fetch account so I contacted Fetch on 02/24/25 and explained the issue. They got back and said they are unable to give me the points I earned. I pressed them for more answers as to why and they came back and just said because they already manually adjusted points in my account for reaching village 80 and cant do it again for village 100. This does not make sense since it was their mistake not to award me points therefore they should fix it no matter how many times it keeps happening. I went back and forth with their team explaining I will be reaching out to the BBB and they still will not give the points earned.

  Business Response

  Date: 03/04/2025

  Hello! Thank you for reaching out to the Fetch Team!
  
  
  A detailed investigation has been carried out into the matter raised in the complaint. During our investigation, our team has awarded the remaining points for Coin Master Village level 100 as a one time exception. We will not be awarding any additional points past this level for this game.
  
  Our team has also reached out to this user via support ticket number ?#********?.
  
  
  
  
  Warm regards,
  
  
  The Fetch Team

• Initial Complaint

  Date:02/28/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  hello! this complaint is regarding Fetch deducting points from my account. they recently deducted ***** points, and after communicating with them, they claim receipts Ive uploaded breach their ToS, but refuse to provide specific evidence or refer to specific receipts that support their claims. instead of deducting points from the specific receipts, they deducted all of my points. Id like evidence of their claims that Ive breached their ToS, and if theyre unable to provide an explanation or specific evidence, Id like my ***** points back. upon review of ratings on several platforms, seems like Fetch unanimously and consistently deduct points without evidence when users redeem points for rewards - which is unfair, unjust, and unacceptable. looking forward to hearing back, thank you BBB!

  Business Response

  Date: 03/03/2025

  Hello! Thank you for reaching out to the Fetch Team!
  
  
  A detailed investigation has been carried out into the matter raised in the complaint. During our investigation, it was confirmed that this user is still submitting receipts from delivery services, despite previous education and the one-time exception granted. This user has previously submitted a ******************** complaint to us which at the time we at which time we reissued points as a one-time courtesy after finding evidence of Instacart receipts in their account.
  
  There is strong evidence suggesting that some of these receipts do not belong to them,  Submitting images of receipts that have been previously uploaded, either by you or other users, is prohibited. This resulted in a deduction of points from this user's account, as this activity is not permitted under our Terms of Service.
  
  
  Within our Terms of Service, which were agreed upon when the user signed up, any form of fraudulent activity is a violation of these Terms. Fetch may take any action in its sole discretion against any activity it deems fraudulent, including deducting some or all of an account's Points, terminating the account, and taking any other legal or equitable action which may be available to us.
  
  
  We encourage this user to review our Terms of Service with specific regard to Fraudulent Activity, section 34 (***************************************************).
  
  
  Warm regards,
  
  
  The Fetch Team

  Customer Answer

  Date: 03/03/2025

  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.

  Hello Fetch Team,
  Thank you for your response in addressing my second BBB complaint. I appreciated the re-issuing of points from my first complaint. For this second complaint, while I understand youve carried out a detailed investigation, I would like to request reference to specific receipts - dates, times, grocery stores - so I could further examine the evidence you claim Im submitting receipts not from my own shopping. As Ive mentioned prior, I support a very large family, and therefore shop many times per day and week - ordering online pickup frequently and in-person for coupons, discounts, and cash back using multiple credit cards, debit cards, snap/gov assistance, and in-app payment - so if you could refer to specifics, I can 1) examine why you think these receipts arent mine, 2) provide evidence that the trip was actually mine, like sending images of barcodes or items purchased or disposed of, and 3) prevent this from happening in the future.
  I think this is a reasonable request - to provide reference to specific breaches of your ToS, so Im able to examine your evidence, provide my own evidence, and or prevent this from occurring in the future.
  If youre unable to do so, I have no way of verifying your claims or evidence, and disputing or disproving them - this makes your payout decisions arbitrary in that youre selling my shopping data promising points and compensation, and then taking those points away without providing evidence after still profiting off my data.
  Hence, please include or provide evidence to your claims so we can resolve this matter.
  Looking forward to hearing back,
  Thank you,
  
  Regards,
  
  A P

  Customer Answer

  Date: 03/04/2025

  Hello,
  Full Name: ****** ****
  Email: ****************************
  Zip/Postal Code: 98036
  Thanks!

  Business Response

  Date: 03/05/2025

  Hello! Thank you for following up with the Fetch team!
  
  Our Team reviewed this user's account once more. We have confirmed that this user had an instance(s) where they were submitting receipts that had previously been submitted by them in an attempt to obtain Fetch points. This resulted in a deduction of points from this user's account, as this activity is not permitted under our Terms of Service. This user will not be able to get these points back, as a one-time exception was already credited on a previous warning. 
  
  Within our Terms of Service, which were agreed upon when the user signed up, any form of fraudulent activity is a violation of these Terms. Fetch may take any action in its sole discretion against any activity it deems fraudulent, including deducting some or all of an account's Points, terminating the account, and taking any other legal or equitable action which may be available to us.
  
  We encourage this user to review our Terms of Service with specific regard to Fraudulent Activity, section 34 (***************************************************).
  
  Warm regards,
  The Fetch Team
  
  

  Customer Answer

  Date: 03/05/2025

  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.
  
  Hello Fetch Team, thank you for your response and reviewing my account once more.
  
  Although now Im confused - at first, you stated that I was submitting receipts that weren't mine without providing evidence or specific reference. Now youve changed your claim - that Ive submitted the same receipts multiple times, which is also false, and your system would automatically detect and prevent this as well.
  Please provide evidence or reference to specific receipts - dates, times, store merchants - so I can review your claims and provide evidence to dispute your claims, likes images of barcodes or products from receipts that Ive used or disposed of - or evidence that Ive submitted said receipt only once.
  Again, this all appears to be you, the business, profiting off my receipt data, and now not trying to compensate me for my data, as per your ToS.
  You still are not providing specific reference to receipts. I understand Ive already used this one-time exception, but you still have not provided any evidence that Ive breached your ToS at all, ever.
  All receipts Ive submitted have been my own, and Ive only submitted the same receipts once. You have not provided any evidence claiming otherwise - baseless unfounded claims aimed at profiting off my data without providing compensation as per your ToS, taking away points and denying my cash outs.
  Ive read your ToS & section 34 - Ive again yet to see any evidence of your claims that theres fraudulent activity - and now youve also changed your claims. Please provide evidence.

  Thank you!
  
  Regards,
  
  ****** ****

  Business Response

  Date: 03/24/2025

  Hello. Thank you for reaching back out to our Team.
  Upon investigation, we have identified that the user has regularly submitted receipts from deliveries they have made for purchases on behalf of a business or organization, such as *********. The user has submitted multiple receipts on behalf of a business from the same day from grocery store retailers such as ******* and QFC. This is a violation of our Terms of Service and any receipts identified with this behavior will be removed.
  After careful consideration, we want to convey that the decision regarding the case is final. 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 these terms may result in further point deductions or deactivation of the account.
  ***************************************************
  If this user has any questions, we are always available at ************************************************************.
  Regards,
  The Fetch Team

  Customer Answer

  Date: 03/25/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and - although still no specific evidence has been provided, reference to specific dates and receipts, explanation of how they determined that receipts were not my own personal receipts or from my personal business, and they continue to reject my cash out rewards - I find that this resolution is satisfactory to me as I will no longer be using their services and will terminate my account.
  
  Regards,
  
  ****** ****
  

• Initial Complaint

  Date:02/28/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I played the game fairly its not my fault there game doesnt track my gaming progressge they dont wanna give me my points that i deserve they keep email me this Thank you for reaching out to us.After a thorough investigation of this request and/or past requests, we were not able to substantiate the provided evidence or claims. As a result of this review, we are unable to manually award Fetch Play - Games points to your account in the future, but you can continue earning them organically by completing tasks. when I show them enough evidence like me playing the game and my level so its not fair they keep say I didnt play the game when I did but there app didnt follow my game progression

  Business Response

  Date: 03/04/2025

  Hello! Thank you for reaching out to the Fetch Team!
  
  
  A detailed investigation has been carried out into the matter raised in the complaint. After reviewing the user's account it was concluded that the user was obtaining points for ******************** Play in a way that is against our Terms of Service. If the user is going to earn any additional points they need to be earned organically through using the intended Play feature. This resulted in points not being awarded to the user's account, as this activity is not permitted under our Terms of Service.
  
  
  Within our Terms of Service, which were agreed upon when the user signed up, any form of fraudulent activity is a violation of these Terms. Fetch may take any action in its sole discretion against any activity it deems fraudulent, including deducting some or all of an account's Points, terminating the account, and taking any other legal or equitable action which may be available to us.
  
  
  We encourage this user to review our Terms of Service with specific regard to Fraudulent Activity, section 34 (***************************************************).
  
  
  Warm regards,
  
  
  The Fetch Team

  Customer Answer

  Date: 03/04/2025

  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.]
  Not my fault your game doesnt follow my game progression i follow the rules that say on page 34 that have nothing to do with me. I show you enough proof and evidence and I download it though fetch play not my fault youre app not following my game progression 
  Regards,
  
  **** *****

  Business Response

  Date: 03/10/2025

  Hello! Thank you for following up the Fetch team!
  
  We reviewed this user's account once more. With our investigation, we were unable to substantiate this user's provided evidence and/or claims. as a final decision, we have confirmed that we're unable to manually award the requested Fetch Play points as well as future requested points. 
  
  This user can earn ******************** Play points by ensuring that tracking is enabled for Fetch Play. How to activate tracking for Fetch Play can be reviewed here: ***************************************************************************************************************************************
  
  This user can also review why they could be missing Fetch Play points here: *************************************************************************************************************************************** 
  
  With the our thorough investigation completed, we consider this user's issue resolved.
  
  Warm regards,
  The Fetch Team
  
  

  Customer Answer

  Date: 03/10/2025

  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 show enough proof and enough evidence I show you guys a screenshot of me playing the game I dont know what you guys are talk about 
  
  Regards,
  
  **** *****

• Initial Complaint

  Date:02/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Was saving for months in order to get ****** gift cards. When I proceeded to redeemed them however, I come to find out that they denied half of them and took ****** points from my account and gave little to no explanation as to why. After reaching out to support multiple times I have gotten the same unhelpful copy and paste answer instead of any actual help or reasoning behind this decision to take away 80% of my points. I want my points back.

  Business Response

  Date: 03/03/2025

  Hello! Thank you for reaching out to the Fetch Team!
  
  
  A detailed investigation has been carried out into the matter raised in the complaint. During our investigation, it was confirmed that this user had an instance(s) where they collected multiple receipts that did not belong to the user from one retailer and snapped them into their account. Submitting receipts that are not your own purchases is prohibited. This resulted in a deduction of points from this user's account, as this activity is not permitted under our Terms of Service.
  
  
  Within our Terms of Service, which were agreed upon when the user signed up, any form of fraudulent activity is a violation of these Terms. Fetch may take any action in its sole discretion against any activity it deems fraudulent, including deducting some or all of an account's Points, terminating the account, and taking any other legal or equitable action which may be available to us.
  
  
  We encourage this user to review our Terms of Service with specific regard to Fraudulent Activity, section 34 (***************************************************).
  
  
  Warm regards,
  
  
  The Fetch Team