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:09/27/2023

  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 ordered an Ipsy subscription from Tapjoy for the game Design Home. I paid the $16.95 subscription fee. (Receipt attached) I have received the subscription however, I did not receive the diamond award from Tapjoy. I have submitted snapshots from the game Design Home /Tapjoy. I have contacted Tapjoy on numerous occasions and only receive the standard complete this form. The form does not allow attachments. It appears as though Tapjoy has a lot of broken links. Im asking for the diamond award to be uploaded to my account. I am designer #*******. If this is not possible please refund the $16.95 for the subscription to IPSY. Thank you

  

  Business Response

  Date: 10/04/2023

  What happened?

  The Customer created a Support case via our General Inquiry Section online.

   

  What did we do to help the Customer/resolve?

  Since the Customer wasn't able to create a regular support case, we manually awarded the offer using the information they shared in order to quickly resolve the issue.

   

  How were things left with the Customer?

  We've awarded the Customer in order to resolve their concerns and replied with their award status.

• Initial Complaint

  Date:09/26/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On August 7, I contacted Tapjoy concerning a failure to receive credit after level completion of a game through the Injustice 2 Mobile offerwall. After providing proof of completion, I was informed the rewards should show shortly and the ticket was closed. After completing the remaining seven levels of the offer, without any of the advertised credit, I submitted another ticket and was informed the rewards showed as completed on Tapjoy's end. This is despite the tracking screen visible on the offerwall continuing to show no credit. I was subsequently told to contact the game/app directly, while still being informed of my completion. Efforts then cited an issue with Tapjoy's *************** system when they attempted to award credit on a later level because a ticket on an earlier level had been made and closed. Eventually, I was told I was ineligible for the reward because of the system issue, though no brand of fraud, VPN usage or anything of the sort was cited and proof was consistently provided on my part and verified by Tapjoy.This process has needlessly gone on for weeks and included numerous follow-*** and newly created ticket numbers (as support continues to close tickets and showing the matter resolved after informing that the rewards should appear). This is after a considerable amount of time involved in providing Tapjoy's affiliate with the desired engagement in completing their offer. To be abruptly denied after confirming completion, conveniently because of a system error/issue is insulting and unacceptable.I would simply like to be provided the in-game credit promised for which completion has been duly shown.

  Customer Answer

  Date: 09/29/2023

  Im writing in response to Complaint ID# ******** as cited below. Since lodging my complaint earlier this week, I heard from the relevant business, Tapjoy, through another contact point and have since received a satisfactory resolution to my issue. Id like to note such for purposes of my filing with the BBB. Ive not been notified of a response from Tapjoy specifically to the complaint with BB and have not been provided with an opportunity to respond as such there and was wondering if there is anything I could do to effectuate such prior to Tapjoys response to BBB. Im willing to notate the complaint as such (satisfactory resolution) immediately if such is possible.

   

  Thanks.

   

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

• Initial Complaint

  Date:09/22/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have opened a formal ticket on August 4th, ****; and have been in a long drawn out dispute with the suppprt team through aforementioned ticket for nearly 2 months now.The offer itself was valued at roughly 260 USD worth of currency, and I have received as of writing this, 60 USD of said currency.I have completed all prerequisites for the full 260 and have given their support team ample time to resolve this without having to resort to contacting BBB.This serves as a formal complaint against Tapjoy as a whole, not their support team, as if their team doesnt have resources or fails to contact and remediate between users and the clients that pay them; then that falls on the company.My support ID within the ********************** database is #****** I have opened at most 5 tickets in total merely to bump my original ticket and have linked to and redirected from the original ticket throughout this process.The offer in question was advertised through the Square Enix Offerwall within their mobile app "Octopath Traveler: cotc".If you fail to at minimum resolve this through Lilith Games; the company that hosted the 260 USD offer, then at minimum compensation would be ****** Play credit totalling 1/3 of the remaining 200 dollars.

  

  Business Response

  Date: 09/29/2023

  What happened?
  The Customer submitted support requests for two milestones they completed for an offer. The Advertiser approved the reward for the latter milestone. However, the earlier milestone was denied due to a flag for how quickly the offer was completed. 
  

  
  
  What did we do to help the Customer/resolve?
  We attempted to award the latter milestone, however we were unable to due to the flag on the earlier one blocking the award from going through. After escalating the cases to upper management for review, it was determined we are unable to process the reward on our end. The Customer will need to reach out to the Advertiser directly in order to receive the rewards for both milestones. 
  
  
  
  How were things left with the Customer?

  An Agent will be sharing more information with the Customer on how to reach out to the Advertiser directly. The Customer can then follow the instructions to request the rewards. 

  Customer Answer

  Date: 10/03/2023

   
  Complaint: 20641912
  
  I am rejecting this response because: *********** is essentially trying to ***** responsibility of this case by placing negotiation burden on me. Tapjoy is a ****************** their odds are higher at resolving this matter than mine if I were to try to resolve this woth Lilith Games as an individual. My original case still stands, you can agree to either of the terms I have set before or we can escalate this.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 10/10/2023

  What happened?

  The Customer created a support case to be awarded for the last two event milestones of an offer they took. Upon review, our team informed the Customer that the Advertiser had denied their rewards due to the fact the completion time was even shorter than the one achieved by the app's testers. The Customer filed their complaint based on this denial.

   

  What did we do to help the Customer/resolve?

  We recommended the Customer to file an internal request with the Advertiser, as we are unable to process the award without the Advertiser's approval. The Customer refused this option, so the case was escalated to a Supervisor to take over the case and provide a resolution.

   

  How were things left with the Customer?

  The Supervisor in charge of the case manually awarded the rewards as an alternate solution to the Advertiser's denial. We've resolved the Customer's case and responded to their concerns.

  Customer Answer

  Date: 10/11/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, as well as received the manual award. I also left a review on the company page on the day i received the reward. (It was positive, this experience as a whole was frustrating but it was a lot of outside factors)

  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:09/22/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have accomplished the task for rewards described in this fraudulent advertisement, even spending money to accomplish them. I reached out to this fraudulent company and suddenly they do not want to pay put the rewards that are due to me. I have sent them the same screenshots of my account and every time they respond they give me a different answer. The last two responses were telling me I do not qualify for the rewards even after I have proven that I have accomplished them. They do not even give a reason why just that they will not give me my rewards for whatever reason they deem necessary and refuse to explain themselves. They are advertising for these playable games to get people to spend money on them and they get they're payout on their end but leave the consumer high and dry. It's frustrating and fraud, they should not be able to post these false ads and not hold up their end of the bargain

  

  Business Response

  Date: 09/30/2023

  What happened?
  The Customer submitted multiple support requests for different milestones/levels of an offer, but due to the rewards being flagged by the **************** the award was blocked.
  
  
  
  What did we do to help the Customer/resolve?
  The support request was taken over by a Supervisor and was escalated internally for guidance due to the limitations from our end. After review it was determined that the Advertiser needs to review the case for approval. 
  
  
  
  How were things left with the Customer?

  As the original case is closed, we need the Customer to submit a new support request from the offerwall for the highest milestone completed for the offer. Once the case is open, we will be able to send it to the Advertiser for review and approval.

• Initial Complaint

  Date:09/22/2023

  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 completed a offer for Axe Champ game. I installed the game through the proper website and completed the ******* coins challenge within the alloted time. I got concerned when I didn't recieve the first rewards. I send a ticket in and recieved a response from **** saying they were working on my withba supervisor. **** came back and told me he was going to close ticket and go resubmit my ticket to be processed. **** asked me to submit a ticket for the lowest offer which I completed the highest offer. I submitted the ticket for the highest offer as I was to be awarded for completing this offer. The offer was for ***** gems for Animation Throwdown. Conversation ID# ******. I started a new ticket Conversation id#******. I reached out the day **** advised and I haven't not recieved a response back. I will post a picture below showing that I completed the offer of 500k coins. I have completed other offers in the past and have not had trouble with this company. I would just like to be rewarded for what I completed. I started the original ticket on 08/29/2023. Please see pictures below.

  

  Business Response

  Date: 09/27/2023

  What happened?

  The Customer submitted their initial support case for the highest level of the offer they completed. The case was handled by an Agent who found out that the offer was flagged by the *************** System, and the award was blocked. The only way to award the last level was to award the first level in which the block occurred. The Agent then advised the Customer to create a case for the first level. The Customer created a new case through the web form instead of through the offerwall, which does not allow us to process rewards.

   

  What did we do to help the Customer/resolve?

  A Supervisor manually forced the award of the first level of the offer and took over the new case. They then advised the Customer to reply on their original support case to re-open it, so we could escalate it to be awarded.

   

  How were things left with the Customer?

  The Customer sent a new support for the highest milestone and we were able to award all the pending milestones for the offer. 

  Customer Answer

  Date: 09/27/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:09/21/2023

  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.

  On 9/7/2023 I placed an order within the Tapjoy offer wall. Usually rewards are instantaneous, but when the rewards were not issued I opened a claim that day. I opened the claim as I have in the past, straight from the offer in the offer wall. I received zero response from Tapjoy until today, 09/21, when they said they could not find the offer and I needed to open my claim from the offer in the offer wall. Conveniently, when I went back to the offer the case shows as solved and I am unable to reopen a case. Tapjoy has scammed their customers in the past. This feels intentional and extremely shady.

  

  Business Response

  Date: 09/27/2023

  What happened?
  The Customer submitted two support requests for the offer they've made a purchase for, but both cases did not successfully generate the offer and device details due to a system bug.
  
  
  
  What did we do to help the Customer/resolve?
  A Supervisor took over the case and requested the Advertising ID of the Customer's device in order to manually check and process their rewards.
  
  
  
  How were things left with the Customer?

  We were able to locate the Customer's device and manually awarded them for the offer upon verifying the purchase information.

• Initial Complaint

  Date:09/21/2023

  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.

  Tapjoy has failed to award me for several offers I completed fairly and in the time allowed through the offerwall of an application called alpha. The amount owed has reached an estimated +$100 and I can provide a LOT of screenshots and proof I have not only earned that.. but that they also confirmed it in some occasions and I was told to wait and I would receive payment. I did as instructed, gave an extra day courtesy before contacting them again.. only to be met with a message from a "Moty" that was copy pasted every time I asked for information or an explanation. Because this somehow bothered them I was told I was flagged by risk detection systems.. and no longer eligible for offers.. I then completed another smaller offer and cashed out again. The largest two rewards id earned were stuck out with xs so I couldn't get a new set of eyes to review this nonsense on their end. I spent money over the past month paying for extra things in the games to be able to achieve these goals in time.. I attempted to leave a review days ago seeking to bring light to the matter and they have skipped past it completely. There is no resolution with these people. Clearly they have no concern for the fact this all adds up each person all of us into felonious amounts of money.

  

  Business Response

  Date: 09/29/2023

  What happened?
  The Customer filed a support case that was approved to be awarded by the Advertiser but it was stopped and sent for an Agent to review by our risk prevention system as it was completed faster than usual. Since this review takes additional time, the Customer proceeded to file a ******************** complaint.
  
  
  
  What did we do to help the Customer/resolve?
  A Supervisor took over the case and expedited the manual review that the Customer's case required.
  
  
  
  How were things left with the Customer?
  We awarded the Customer's pending event and assisted with an additional offer, which also required manual review.

  Customer Answer

  Date: 10/01/2023

   
  Complaint: 20638135
  
  I am rejecting this response because:
  They did not award me for completing the offer.. they awarded a smaller offer for a different game.. when the third party application alpha sent several emails over a week they awarded a smaller award for the game in question. A matter of 66 dollars is being deliberately ignored as they have been made aware of this several times, and allegedly fixed the issue while neglecting to payout the claim in question.. for weeks now.
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 10/09/2023

  What Happened?

  Our Customer created a Customer Support Case which involved longer than usual processing times due to various aspects of their issue. This caused our Customer to create a ******************** complaint.

  What did we do to help the Customer / Resolve?
  

  We followed our processes and awarded our Customer their rewards.

  How were things left with the Customer?

  In addition to awarding the rewards, we used our communications on this Support Case to help our Customer on another offer at the same time.

   

  Customer Answer

  Date: 10/09/2023

   
  Complaint: 20638135
  
  I am rejecting this response because:
  After weeks and weeks of bringing up the issue of this unpaid offer, making it a priority to ignore that there has been several tickets, multiple complaints filed, and tapjoy fixing smaller broken offers to deflect the fact they have taken no action to award the offer I have provided screenshots of numerous times.. this is round three of pretending to have fixed it..  I have submitted an additional ticket days ago to which no resolution has come. Yet again.. 
  
  ***************************

• Initial Complaint

  Date:09/21/2023

  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.

  Hi guys, my name is ****, i started doing tasks for emeralds, its ingame currency in hero wars mobile game. TAPJOY is third side which provide these tasks....I completed tasks in mobile game called Legend of Slime up to 100USD spend moneys and 7 Slimes at 35lvl but get rewarded only 50 USD and 4 Slimes at 35lvl....I am missing right now rewards for another 3 Slimes at 35lvl and for 100 USD which is 122 000 Emeralds + Slimes I have full evidence of this, so dont worry. I tried seriously hard contact TAPJOY and solve this problem with their support, mailing etc...from 16.9.2023 but nobody cares, they only ignoring me. I got after many attempts contact on you from my friend, from mobile game. So i trying this way get my reward back....I also demand additional compensation for this behavior on their part Everything else you can saw on my FULL EVIDENCE OF SCREENSHOTS.

  

  Business Response

  Date: 09/27/2023

  What happened?
  The Customer submitted multiple support requests for the offer they completed, but did not receive rewards for. We responded after 6 days and awarded the Customer.
  
  
  
  What did we do to help the Customer/resolve?
  We escalated the case to be awarded and the system shows that it was successfully credited to the Customer's account. We advised the Customer about the rewards that was sent to him and subsequently closed the support case.
  
  
  
  How were things left with the Customer?

  We have successfully awarded the Customer and updated them about the reward status. 

• Initial Complaint

  Date:09/21/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Does not reward after task completion! I have submitted I believe at least seven tickets with this company now since the middle of July, 2023. The first several said I should receive my rewards in a few hours and closed the ticket with no way to communicate. The next ticket said they saw a roadblock in their system and asked me to create another new ticket stating that in order to resolve it. Both tickets were closed stating I didn't respond when they don't even allow a response. My next several tickets stated something about a risk to their system or something. I am a disabled veteran and I don't understand what they are talking about. I followed every rule, successfully completed all but one of the tasks, only got rewarded for 5 of the 13 when I should be getting 12 of 13. I provided screenshots of the tasks being completed, screenshots of my ID, screenshots of purchases, everything they have asked for. I am 51 years old and I have no reason to try to cheat someone. I spent more than $5k us dollars to get these tasks completed (I know, stupidity on my part expecting a company to follow through on what they promise). I am so frustrated, this is some of the worst customer service I have ever experienced! All I am asking for is the rewards that I deserve for following their list to the letter. By my calculations I am still missing 3,466,508 (4,885,588 available minus ********* awarded minus **** for the single task not completed) emeralds and that is all I am asking for in return is what I deserve. If you decide to do their offers, you are wasting your time. They will not work with you or help you if there is issues. It will be a waste of your time and/or money. They simply do not care and will not help you.

  

  Business Response

  Date: 09/28/2023

  What happened?
  The Customer submitted multiple tickets but were all automatically closed by *************** system without any Agent handling the case. A recent follow-up case was created, and in response, we informed the Customer that we have escalated their concern to be resolved internally.
  
  
  
  What did we do to help the Customer/resolve?
  To avoid further inconvenience for our Customer, we assisted with all the events the Customer reported had been completed.
  
  
  
  How were things left with the Customer?

  We have manually awarded the missing milestones in order to resolve the Customer's concerns.

  Customer Answer

  Date: 09/29/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

  I would personally like to thank ***** who said he was a customer service supervisor for helping me with this matter.  I was so afraid after all the tickets nothing was going to help and you came through for me.  Thank you!

• Initial Complaint

  Date:09/20/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a purchase and they are suppose to reward me with coins to play a game. I made the purchase and they did not reward me with the coins.

  

  Business Response

  Date: 09/27/2023

  What happened?
  The Customer created a support request for an offer they made a purchase for in order to complete.
  
  
  What did we do to help the Customer/resolve?
  After checking the case, we processed the rewards to the Customer's account.
  
  
  
  How were things left with the Customer?

  We advised the Customer of the status of the rewards status and informed them that we'd be happy to help if they need further assistance.