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            ComplaintsforUpside

            Coupon Service
            View Business profile
            View Business profileBBB accredited business

            Additional Complaint Information

            Customer Complaint:
            Please be advised that due to the high volume of complaints received for this business, BBB publishes 1 out of every 10 complaints handled through our conciliation process.
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            Complaint Details

            Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.

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            Complaint Status
            Complaint Type
            • Complaint Type:
              Problems with Product/Service
              Status:
              Resolved
              I had a balance of over $45 on my UPSIDE account and the app stopped working so I followed the advice of their online support to update my app. When I did my rewards disappeared. They don't have a phone number or a valid email address to get support. Anybody have any suggestions as to how to reach them?

              Business response

              08/30/2023

              Regarding the claim "They don't have a phone number or a valid email address to get support.": Contacting the support team is easily found on our website ***************************************, under Customer Support, which directs customers to the FAQ and support portal: *************************************************** where they can contact our team 24/7. This support portal is also available via the Upside mobile app under the "Help" option in our menu. 

              Business response

              08/30/2023

              ******,

              One of our senior support agents reached out to you via email on Aug 18th to provide instructions on how to log in to your account with a balance of $33.51; we have not received a response to our email yet. Please let us know if you need any further assistance with logging in to your original account by replying to the email and our team will be happy to assist further!

              Best,
              ******
              Upside Senior Customer Support Lead

              Customer response

              08/30/2023

              [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,

              ***********************
            • Complaint Type:
              Problems with Product/Service
              Status:
              Answered
              I have used upside with my gas purchases. The majority of them say expired even though its been an active offer when I get to the gas station and I complete after fueling.

              Business response

              08/02/2023

              Hi, there,

              I checked our system and I see my colleague **** wrote to you on July 26th, inviting you to submit any issues you see with offers with this form: ********************************************************************************************** - I hope you received his message!

              We do always want our users to receive their cash back, so please feel free to use that form, and if you'd like, you're welcome to let **** know if you have any questions.

              Best,
              ****
              Upside Support

            • Complaint Type:
              Problems with Product/Service
              Status:
              Answered
              The getupside app claimed that I created fraudulent accounts on their app and refuses to pay out the money owed to me. During their promotion i signed up my two children to use the app but since they signed up on my phone they say that i created fraudulent accounts. My wife's phone is used for work and not these types of things. they created their accounts on my phone so that when they need gas, they need to go through the whole process of finding the right deal, getting their cards and going through the process to get gas. On my account I went to cash out the $200 i have earned on it. I never attempted to cash out each kids $18 because that's their money and im not cashing out money that they made. I told the getupside app if it was an issue to take back the $30 bonus i received and their $15 bonus each. It shouldn't be taken away because I didn't do anything illegal but i still deserve the $170 back and if they want to cancel my account after that, then go ahead but i deserve what I earned.

              Business response

              07/17/2023

              *****,

              As stated in the email from our Support team (Ticket *******), creating multiple accounts is prohibited and considered fraudulent activity per our Terms of Service.

              You stated in your complaint that you only created two additional accounts for your children, but our account review found that there were four additional accounts that have logged in to your mobile device aside from your primary account under ********************* All of the accounts sharing your mobile device also used your referral code.

              Your accounts will remain locked, and this is a final determination.

              Ive provided the relevant sections of our Terms of Service below. You can find the text in full at ********************************************.

              - "Each individual is permitted to create one account. Because our Services generate rewards offers that are personalized, as well as bonuses to incentivize referrals, creating multiple accounts is prohibited and considered fraudulent activity. Upside will not be liable for any loss or damage arising from your failure to comply with this Section."

              - "If we determine in our sole discretion that you have violated the Terms of Service, we may in our sole discretion and as permitted by law terminate your account and forfeit or cancel any pending, current, or future Cash Back rewards balance you may have. We will notify you of such termination at the email address associated with your account, and such termination shall be effective immediately."

              I hope this information clarifies the situation surrounding your account.

              Customer response

              07/18/2023

              [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

               Complaint: ********

              I am rejecting this response because:

              I would  like to know what other accounts were made under my name? Because I’m a trainer and I work with a lot of older people who don’t understand phones and aren’t great with apps. So there has been some that I have made under my phone and then put on their phone and never used from me. 

              I’m sure exactly what the emails were but the **** one was made on my phone for a client and was never used. I know for sure that one was made on my phone but my buddy said he wasn’t going to do it.  There was a ******** one that’s for a co-worker of mine, once made, we put it on her phone and she has used it a lot but she did tell me yesterday that she didn’t get any money and I explained to her that it was because of my account. My dad, ***/***** ***** might have been created on my phone and then put onto his, also the same with **** *******. These are what I’m thinking you’re talking about. I did to help them get it onto their phone and not to screw the system. I would create it, show them how it works and then put it on their phone. None of the purchases on theirs has any information that is mine. It’s their cards, their phone but was put onto their phones by me. I was so excited with the money I was saving and trying to get as many people as I could to do it and it was easier for them when I would create it, show them and then they knew how to use it. **** ***** who signed up said how I should be a sales person for them because of how I would try and get everyone to do it. It’s hard for me to gain money on it because I don’t drive much and as of tomorrow, it will be the first time not using the app. I’m sorry that I was trying to get as many people to do it as I could. I was trying to show people how great the app was. It wasn’t me making accounts and then using them, it was me making accounts for people so they could use it. My clients were very questionable about it until I explained it to them. I would really appreciate you telling me which ones I opened on my phone and give me a chance to tell you every situation. It really wasn’t me screwing or making illegal accounts, it was me helping people signup. 

              *********************;

              Regards,

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

            • Complaint Type:
              Problems with Product/Service
              Status:
              Resolved
              My cash back money has never been issued from my purchase on June 15th, 2023 in Springerville, Az. I received a message from Upside stating Still Processing. Why so long to process? Where is my cash-back? Please issue my cash back.

              Business response

              07/20/2023

              Hi, ******,

              I took a look in our system and I see that my colleague **** has emailed with you about your issue, and it looks like everything is all cleared up! I hope that all is well, but please feel free to reply to his email to you if you have further questions.

              Best,
              L.R.
              Upside Support

              Customer response

              07/24/2023

              [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,

              ***************************
            • Complaint Type:
              Problems with Product/Service
              Status:
              Answered
              On June 17 I scanned to see restaurants that were offering extra percentage back on purchase and found ** ******* which was near. So I decided to give them a try. It’s been ‘in processing’ now for 10 days. Have encountered issues numerous times where they show in processing for several days and then ‘expired’, something seems off with this. If they aren’t going to honor their advertising they shouldn’t be allowed to advertise/do business. Very disappointing. 

              Business response

              07/17/2023

              Hi, ******,

              I looked in our system and saw that my colleague **** was able to reach out via email, from our support address, regarding your issue here! He sent you our form, that you're welcome to use any time an offer needs to be investigated. This is that link in case you need it! **********************************************************************************************

              Gelo also used the information in order to give you the funds for your offer through our manual system. You should have received those by now, but if not, please feel free to reply to his email. Please know it may have gone to a spam folder.

              I hope this helps!

              L.R.
              Upside Support

            • Complaint Type:
              Problems with Product/Service
              Status:
              Answered
              On 6/10/23, I claimed an offer for .71/gallon at ********* in Port Jervis at approximately 8:30am. At 9:21am I purchased 25.330 gallons of gas from the above station. A glitch in the app prevented me from viewing or uploading my CC numbers or allowing me to upload receipts. I contacted support about this and after troubleshooting was told they had to forward my phone's info to their engineers for a solution. I was also told 'Furthermore, regarding your offer, we've received the details of your purchase and it is being validated by ****** You can expect confirmation by: June 20th, 2023. Once the retailer confirms all conditions were met, you'll receive an email letting you know when it's complete.' On 6/15/23 I noticed my history said for 6/10 'Expired, missing proof of purchase'. I contacted support again providing my receipt for the second time in hopes of a resolution. I was informed I have .25 cents manually added to my account. When I stated I was confused about the amount I was told the breakdown was .01/gallon X 25 gallons= .25cents. I then stated that doesn't match the offer I claimed and purchased within the 4 hour period of .71/gallon and was told they couldn't manually add that. I asked why am I being punished for a glitch in their app preventing me from adding my information and was greeted with a number of vague and confusing responses about cashback and offers not validated electronically need alternate proof of purchase. I then emailed back both the requested receipt and bank statement, but was told they can't adjust it to the claimed offer. When I asked if I just have to wait for the system to update the offer or if im stuck with .25 despite the claimed offer I was told they checked my transaction and it was completed on 6/15/23 for .25. Completely unhelpful and disconnected from the problem I am experiencing. Even though I still have .70 plus offer on my account it is completely useless because the glitch continues regardless of the offer displayed.

              Business response

              06/30/2023

              Hi, *******,

              I see that my associate **** was able to write to you via our support email yesterday, June 29th, with some background information on why you received the amount of cash back that you did. We're working on making offers and bonuses more clearly laid out in order to help our users, and I hope ********** message helped to clarify things!

              Best,
              L.R.
              Upside Support

            • Complaint Type:
              Problems with Product/Service
              Status:
              Answered
              I have been dealing with GetUpside/ Upside since April 2021. They started on the right foot. Many transactions, few issues. But ever since October 2022, Many transactions, about half had issues. Whenever an issue occurs, it takes 11 days before it may be rectified. I follow the instructions, step 1 claim the offer, step 2 purchase within 4 hours, often I do the purchase quite immediately. Step 3, I use the credit card specified. Lately, I have been suspecting that Upside is nothing more than a scam.

              Business response

              06/26/2023

              Hi ******,

              Apologies for the confusing experience. We took a deeper dive into your account, and we see that you also use Way for cash back offers. Way's cash back offers are powered by Upside and cash back can't be earned on both platforms for the same transaction. When you received cash back for an offer via Way, you wouldn't receive cash back for the same offer via Upside and vice versa. We get that this is confusing, so I'm working with our engineering team to make this messaging clearer for future offers and future users. 

              In the meantime, I recommend that you choose one of the two apps for cash back offers in order to have a more seamless experience.

              Best,

              Upside Support

            • Complaint Type:
              Advertising/Sales Issues
              Status:
              Answered
              I purchased fuel at the racetrack indicated in the picture of the receipt today with an advertisement of 21 cents a gallon cashback applied to my bill. A few hours later when I checked it was processing at 6 cents a gallon. I noticed they had changed the offer but when I did it it was 21 cents a gallon off a regular fuel 87 octane. And I noticed this seems to be a common complaint. The 2nd part is they kick advertising the fuel For quite a bit less than what actually sells for. It shows at $3.02 /gallon for regular 87 octane but is actually $3.29 / gallon. And although they have an update price tab it changes back to the incorrect price after momentarily correcting the price. Too much false advertising here to get people in.

              Business response

              06/15/2023

              Dear *****,

              Occasionally, Upsides price may be different from the actual price on the sign at the station, however, we calculate your cash back based on the number of gallons of gas you purchased at the /gallon offer claimed. To learn more, please review this article.

              After looking further into your purchase, we can confirm you claimed an offer for $0.06/gallon and received $2.46 from a promo; receiving a total of $3.44 in cash back. 

              Should you have any questions, please reach out to [email protected]

              Sincerely,
              Upside Support

            • Complaint Type:
              Problems with Product/Service
              Status:
              Answered
              Cashed out a digital gift card on Monday, May 8th, and still have yet to receive said gift card in my email. Its been well over 48hours and Im starting to believe it is never going to arrive.

              Business response

              05/25/2023

              Dear *****,

              We sincerely apologize for the delay in your gift card! On  May 16th, our support team provided you with your gift card code, to which you confirmed receiving on May 18th.  

              Should you have any additional questions, please reach out to [email protected]

              Sincerely, 
              Upside Support
            • Complaint Type:
              Problems with Product/Service
              Status:
              Answered
              On May 8th I was supposed to receive 18% cash back at ******** in swansea IL up to $15. I spent $105.20. I received 3% back. I have a screen shot of the advertised promotion of 18% on the app prior to making the transaction. Upside did this to me last month too. I made a prior complaint. This app is false. I guess that's how you make money these days, by screwing your customers.

              Business response

              05/25/2023

              Dear *******,

              For your 5/8 grocery purchase, you received an initial $3.16 for the base grocery offer of 3%. As mentioned in your complaint ********, the additional 15% shown on this offer was from a promotion and capped at $10 as stated in the promotion email: "Bonus applies to first processed purchase of the month. Maximum $10 extra cash back from bonus." Your account was credited for both the base offer and the $10 bonus accordingly on 5/9/2023.

              Should you have any additional questions, please reach out to us directly at [email protected].

              Sincerely, 
              Upside Support

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