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:08/20/2025

  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 8, I requested a $150.00 **** gift card from my upside account. On August 11, I received an email from Upside on how to activate my gift card by opening a website they sent me and type in the card number, expiration date, and pin number. the problem is they did not send me the gift card, so I did not have the information needed. I emailed Upside several times and also went to their website chat box several times. They responded once and asked for a screen shot of the email that was sent, which I did, but still have not received any help with this issue. The ticket support number is *******. I would like to receive my $150.00 gift card or have them reimburse me and put the $150.00 back into my account

  Business Response

  Date: 09/02/2025

  Hi, ****,

  I checked my systems and I see that the team was able to send you your gift card from the support email last Wednesday! I hope you received it - if not, it might have gone to a spam folder. I've also pasted the gift card link here for your convenience:
  
  **********************************************************************************************************
  

  Since we've been able to send you the link on two platforms, Upside considers this issue resolved. Hope you enjoy the card!

  Best,
  L.R.
  Upside Support

  Customer Answer

  Date: 09/03/2025

  [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:08/12/2025

  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.

  They only have an AI bot. I have sent 4 requests for a new egift card. No reply. I did a screen shot of the email and where the gift card was supposed to go, but it never arrived. The next day, I got an email showing my account balance. Now my account balance is only $1.53 but no gift card. There is NO way to contact them. I am due ***** in a gift card. Supposedly they are going to resend the link but it's been over 4 days since I originally requested it and i have asked 4 times for a link to my gift card.

  Business Response

  Date: 08/21/2025

  Hi, *********,

  I checked my systems and I saw your chat with our team! I'm glad we were able to send you your gift card. Since the link was sent to you by the team, Upside considers this issue resolved. Enjoy your earnings!
  

  Best,
  L.R.
  Upside Support

• Initial Complaint

  Date:08/12/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying to close my account. The links that they provide me don't work. I have emailed them multiple times to ask them to fix the link issue, and they never got back to me. I sent another account closure request, they sent me the same link and I asked them to fix the link issue, and again, no response from them AT ALL!!! They have no intension of closing my account and they against my privacy. I need them to close my account and all of my personal information ENTIRELY AND IMMEDIATELY!

  Business Response

  Date: 08/21/2025

  Hi, *******,
  
  I checked my systems and I saw your communication via email with my colleague Gelo. I see that your account was successfully deleted! Since we were able to take care of this for you, Upside considers this matter resolved.
  
  Best,
  L.R.
  Upside Support

  Customer Answer

  Date: 08/21/2025

  [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:08/10/2025

  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 downloaded the app cause i kept hearing the commercials on the radio about earning money everytime you fuel up and decided to try it. I downloaded the app and signed up and come to find out no gas stations in my area offer this, just restaurants. So i decided to go into setting to delete and close my account. When i did this, it sent me an email saying the process has been started and will get back to me when its deleted. I deleted the app and a few days later i get an email telling me to verify my request. When i click on the verify link it takes me to the website but says i have to view this page on a mobile device which i was doing. I emailed support and in order to verify that i want to delete my account i have to redownload the app to do so. This is not right and should not be allowed from a business. You should never be required to download an app.

  Business Response

  Date: 08/21/2025

  Hi, ****,

  I checked my systems and I saw your communication via email with my colleague Gelo. I see that your account was successfully deleted! Since we were able to take care of this for you, Upside considers this matter resolved.
  
  Best,
  L.R.
  Upside Support

  Customer Answer

  Date: 08/21/2025

  [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:08/09/2025

  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.

  Description: Upside gas for ** Aug 6th on *********** advertised $2.73. claimed it for gas regular $3.13. bought 11 gallons. Got receipt. Now upside changed discount to $3.12 so only 1 cent instead of 30 per gallon. This is the 2.nd occurrence by Upside to cheat the app user.

  Business Response

  Date: 08/21/2025

  Hi, ******,

  I checked my systems and I see that my colleague Gelo was in touch with you via email on August 13th - I hope you received his message! If not, it might have gone to a spam folder. I've copied and pasted his message to you here for your convenience:
  
  "I tried checking the account linked to the email address you provided in your complaint and noticed that it was empty. You may be logged in to Upside using a different method than you were previously (such as email, ******* or Facebook).
   
  To help locate your account and address your concern, Ill need you to answer a few quick questions. If you can't respond to all, just provide what you can and I'll investigate further.
   
  Can you provide me with other email addresses that could be associated with your original account?
  Do you know your referral code? It can be found in the email or text you shared to a friend.
  Have you referred anyone using your referral? If so, please provide their email?
  Have you received emails from Upside about claims earned? If yes, expand the "to/from" section to view the complete "to" email address.
  If youre on an iOS device, did you sign up with your Apple ID?
   
  For more information on why you're not seeing your funds, check out this article: 
   
  *************************************************************************
   
  Thank you for your patience and assistance!"

  We'd love to help, we just need more information on your account in order to investigate. Please know that the fastest way to be helped is to either reply to ****** message, or to email us at *********************************** Since we cannot assist without further information, Upside considers this complaint closed.
  
  Best,
  L.R.
  Upside Support

• Initial Complaint

  Date:08/05/2025

  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.

  They do not stand behind what theyre advertising.

  Business Response

  Date: 08/18/2025

  Hi, *********,

  I checked my systems and I see that my colleague Gelo reached out via email on August 13th, in ticket 5106621. I hope you received his message - it might have gone to a spam folder!

  We did not receive a response back from you, but should you have more questions, please know the fastest way to be helped is to reach out to *********************************** Upside considers this complaint closed.

  Best,
  L.R.
  Upside Support

• Initial Complaint

  Date:07/29/2025

  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 Tuesday, July 22, 2025, I requested a $20 digital CVS gift card from the Upside App to cash out some of my earnings on the app. The Upside app provide consumers with cash rebates/rewards for purchases made at designated vendors. For example, they give you 10% of the total grocery bill during a respective trip from a designated grocery store. These add up and you cash out by having the accumulated rewards paid to you in cash (via deposit in your bank account) or paid to you in digital gift cards. The cards usually take 48 hrs. to arrive via email. I have cashed in over $100 in rewards since joining the app in Feb. 2025. As of today (7/29/25), I have not received the requested card described above. I have tried communicating and complaining via email and AI text bot that they provide, but to no avail. I have made demands and threatened legal action. There is no telephonic/person helpline or complaint platform.

  Business Response

  Date: 08/11/2025

  Hi, *******,

  I've checked my systems and I see that the team was able to send over your CVS gift card! I'm glad we were able to send that over to you. As the agent mentioned, the apple private relay address is something that ***** does when their security options are selected.
  
  I see that **** replied to your message on July 31st, I hope you were able to receive it! Those emails should go to the email address that you have on-file with Apple. 

  Please know, if you have further questions, the fastest way to be helped is to write to us at ************************************************************.

  Best,
  L.R.
  Upside Support

  Customer Answer

  Date: 08/12/2025

  [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.  Thanks for all your help!
  
  Regards,
  
  ******* *******
  
  

• Initial Complaint

  Date:07/22/2025

  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 have been trying for months for Upside to allow my ***** bank to link up and transfer the money I earned but have gotten no where. In fact the company is throwing me around with already told information that does not work instead of fixing the problem. This company is Upside. The gas money app. I would give a date but this has been going on for the past month if not longer and after 20+ emails back and forth with them I still am getting no where. If you need any extra information I would be happy to help.

  Business Response

  Date: 08/11/2025

  Hi, there,

  I checked my systems and I see that the team was able to respond to you on July 23rd - I hope you received Jeric's message!

  I can see on my end that the funds were sent to account "TOTAL CHECKING" on 07/23/25, 4:03:02 PM, Destination Trace ID ***************. If needed, you can use that trace ID to find the funds with your bank.

  Please know that if you have further questions, the fastest way to be helped is by emailing us at *********************************** We'd be glad to investigate any issues for you as needed!

  Best,
  L.R.
  Upside Support

• Initial Complaint

  Date:07/21/2025

  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.

  There are no notifications sent out when they refund a gift card for the credit that you receive on buying fuel. Their app tracks the that they owe you and you submit for a request for the money and it never shows up. Ive tried multiple times. Theres no contact informationand no way to fix it.

  Business Response

  Date: 08/01/2025

  Hi, *****,

  I checked my systems and I see that my colleague Gelo reached out regarding your issue. I did not see any other correspondence from you on your gmail email account, so please know that if you have trouble with a cash out, you can absolutely check a spam folder like Gelo suggested, but we can also assist you if you fill out this form (***************************************************), or email us at *********************************** We always want users to receive their gift cards, so we can always send you the link if you reach out!

  Since Gelo was able to email you the link to your ******* card, Upside considers this matter resolved, but feel free to email if you need assistance with cash outs.

  Best,
  L.R.
  Upside Support

• Initial Complaint

  Date:07/15/2025

  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.

  6/29/25 I drove extra miles to the gas station Upside advertised .56/gallon cash back. I filled our empty 12 gallon tank. I selected "claim" before pumping gas. 7/6/25 I opened the app to use it for a 2nd time and learned the previous transaction was incomplete needing more info. I provided it immediately. Still, no cash back was provided. I reached out to customer service, who claimed they already paid me but referred to the 2nd transaction. I explained their mistake. They changed their story and falsely claimed it was a transaction in a different city and at a different gas station even AFTER I provided a copy of the statement charge for the transaction listing the city and gas station. Then they paid .32/gallon for 5.5 gallons. Again, I reached out and explained their errors. Once again they changed their story and mixed it up with the 2nd transaction. Finally a supervisor changed the story yet another time and claimed I hadn't claimed the cash back on time. I claimed it at the station the day it was advertised and provided the additional info. They wasted so much of my time and fraudulently led me to a gas station I never would have purchased gas at as it was over .20/gallon higher than the others around it. My attempt to use this app cost me money instead of saving me money!I am far more upset that customer service repeatedly lied to me about when and where I claimed the offer in their app, and then that they paid .32/gallon when they paid under half that for the actual transaction. The fact that they lied to me and kept changing their story just to get out of paying about 6.00 more in cash back is what alarms me and is the cause of my complaint. There are far too many scams and they proved to be another one.

  Business Response

  Date: 07/28/2025

  Hi, *********,

  I checked my systems and I see that my colleague Gelo was in touch with you last Friday regarding your offers, and he provided an extremely detailed breakdown of the situation. I hope you received his message, since I didn't see a reply from you!
  
  I did my best to copy and paste the message here, so that you would have the information, but please know that it may be easier to read in ****** original email, since it includes better formatting (the formatting from the message just didn't copy over into the BBB message!).
  
  ****** message:
  "I apologize for the confusion on the responses you received. All the responses you've received were explaining one thing and I'm happy to clarify it for you.
   
  Before anything else, I just want to state a couple of things:
   
  You were only eligible for 1 instance of the 25/gal bonus.
  The offers you see on the app already includes any active bonus/promos.
  When offers fail, bonuses aren't used up. These remain active until they are applied to a successfully validated offer.
  Manual adjustments cannot include bonuses since they are applied automatically to a succesfull validated offer (not manual adjustments).
  You can check your app's offer history to see the offers you claimed. 
  To further clarify the events that transpired, let me provide a summary of what happened:
   
  
  June 29, 2025 (Multiple events)
   
  You claimed two (2) offers on June 29, 2025.
   
  First offer: 76 located at ************************************* with a timestamp of 12:04:07
   
  There was no activity for the first offer until it completed processing and failed to earn a cashback.
   
  Second offer: ******* located at ************************************** with a timestamp of 13:02:01
   
  You uploaded this receipt to the second offer
  
  (image did not load for BBB response)
   
  The offer details you claimed were as follows:
  
  REGULAR - $0.32 (base offer) + $0.25 (bonus) = 57/gal
  MIDGRADE - $0.32 (base offer) + $0.25 (bonus) = 57/gal
  PREMIUM - $0.31 (base offer) + $0.25 (bonus) = 56/gal
  DIESEL - $0.21 (base offer) + $0.25 (bonus) = 46/gal
   
  This offer remained processing for the next 10 days
  
  July 6, 2025 12:18:07
   
  While your initial offer was still processing, you claimed another offer. This time it was an offer from the 76 located at ***** ****** 11, **********************, OR 97862
   
  The offer details you claimed were as follows:
  
  REGULAR - $0.31 (base offer) + $0.25 (bonus) = 56/gal
  MIDGRADE - $0.30 (base offer) + $0.25 (bonus) = 55/gal
  PREMIUM - $0.30 (base offer) + $0.25 (bonus) = 55/gal
  DIESEL - $0.30 (base offer) + $0.25 (bonus) = 55/gal
  
  July 7, 2025 02:37:00
   
  The offer from 76 claimed last July 6, 2025 reconciled and you earned $7.08 ($3.92 from the base offer and $3.16 from the bonus)
   
  This offer used up the only instance of the 25/gal bonus
   
  This was the offer that was explained to you in the initial response you received last July 14
  
  July 10, 2025 12:45:59
   
  The offer you claimed last June 29, 2025 for the ******* located at ************************************** completed processing and failed to earn a cashback.
   
  The receipt you uploaded was for a different date ***** 27, 2025) and location (*********************************) causing the offer to fail.
  
  July 13, 2025 (Multiple events) Ticket #*******
   
  You contacted us regarding a missing credit for your purchase.
   
  You informed that there were two offers claimed on June 29th and were asked which offer you need help with. If it was the purchase from The 76 or The *******.
   
  You responde with "It was from *******"
   
  The support representative manually reviewed the June 29th offer from ******* and provided you a one-time courtesy credit of $1.78 based on the allons purchased in the receipt you uploaded (***** gal) and the base offer amount ($0.32)
  *****gal X $0.32/gal = $1.77824 (rounded off to $1.78)
  
  July 14, 2025 (Multiple events)
   
  You opened a new ticket #******* and provided a proof of purchase for the failed offer claimed on June 29 for the ******* in **********
  
  (image did not load in BBB response)
  
  The initial response you received was an explanation for a different offer (July 6th instead of June 29th).
   
  You responded to the email and clarified which offer you needed help with ***** 29th).
   
  You were informed that our support team already manually reviewed your June 29th offer and has already provided you with a one-time courtesy adjustment of $1.78 based on the proof of purchase you uploaded to the offer.
   
  You requested for the ticket to be escalated to a supevisor. You were still under the impression that the adjustment was for the July 6th offer.
   
  A supervisor responded to you and explained that you received $1.78 because it was maually processed from the base offer amount of the offer you claimed last June 29th which was 32/gal.
   
  You responded with:
  "I claimed the amount the day I saw it.Your staff continually mixes the first ******* app claim with the 2nd one claimed many days later. As my first experience with this account, I'm deeplyl disappointed that UPSIDE is another fraudulent app with empty promimses. I would never go to the overpriced gas station/s if I knew beforehand that upside does not honor it's advertised savings."
   
  The ticket was closed since your concern was already resolved since you were already provided the cashback for the receipt you uploaded. 
  
   
  I believe the misunderstanding and confusion all stems from the offers you've claimed. Please note that as of today (July 26th), you've already claimed a total of 4 offers. You may also check on your app's offer history to see these offers. Please refer to the table below for the details of these 4 offers:
   
  Offer Date Time Brand Address
  6/29/2025 12:04:07 PM 76 *************************************
  6/29/2025 1:02:01 PM ******* **************************************
  7/6/2025 12:18:07 PM 76 ***** ****** 11, ******-Freewater, OR 97862
  7/13/2025 12:46:36 PM 76 ***** ****** 11, ******-Freewater, OR 97862 
  
  I completely understand if you were under the impression that the support team were reviewing the wrong offer. Please understand that the offer that received the manual adjustment was your June 29th offer for *******. To avoid failed offers in the future, please upload the correct proof of purchase for your claimed offers.
   
  Your understanding regarding this matter is greatly appreciated."
  
  I agree with ****** assessment, and can concur that his breakdowns are accurate. I'm sorry for any trouble with this, and hope his words provided clarification.
  
  Best,
  L.R.
  Upside Support