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:06/26/2023

  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 earned points on this app and cashed in exchange for gift cards. At first it was great but then I cashed in ********* and was told they were making changes and would have to wait 60 days to receive my gift cards. 60 days and come and gone and soon it will be 90 days. I am owed ****** all together and earned this. When I first contacted support I was told I was a small group that were having issues receiving my cards and I would get my cards by the end of the week. That was over 2 weeks ago. The next time I contacted support I was told all users that cashed in points on April 3, 2023 and up were having issues and I would receive my cards when it is resolved but no timeframe, nothing. I tried contacting support again but now they refuse to respond at all. It will soon be 3 months and no gift cards and no responses. There are many, many of us. This company still has all my credit card information and get paid for that and from the places I shop but I get nothing.

  Business Response

  Date: 06/29/2023

  Hi there,

  Thank you for reaching out to us regarding this gift card issue. At the moment, we do not have a timeline we can promise to our members pertaining to when their gift cards will be sent out. However, a communication will be going out from the company next week updating all affected member with details surrounding this ongoing issue. As soon as we have more details on the matter, we will be contacting all affected members to let them know of these updates.

  Thank you for your continued patience and understanding.

  Customer Answer

  Date: 06/30/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here] This is just so wrong. Drop continues to advertise on their app, social media pages, website that gift cards will be paid within 60 days or less. At best this is false advertising and should be illegal. We are just supposed to continue to wait until who knows when to get what was already promised to us and I have all the emails and screenshots and it is still up on their app. And we have to resort to filing complaints to even get a response. Drop continues to have access to our credit card and bank information that they are paid for when they share and sell to other companies while not honoring promises made to their users. It is like saying keep working for us but we do not have any idea when we will pay you. Many of us depended on these promised gift cards to help put food on the table for our families and help with buying our medication. How can a company continue to advertise they will pay you what you have earned within 60 days or less but then do not but continue to advertise that. For weeks we have begged for answers only to be ignored and this is still no answer. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  Date:06/08/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My drop account was in good condition until this week.I find I cannot redeem points earlier this week. I also find redeemed gift cards has not arrived by the expected date, even after 60 days of redemption. I opened a ticket with Drop to inquiry. Today, the agent ***** told me my account had been reviewed and Drop determined the activities has violated terms of service. My email(s), credit cards, and user information have been flagged in system. However, I got no reply when asking for further explanation of what activities they believe is a violation of terms. Currently there is over $1100 in earned points and over $2000 in pending points. But I cannot use any points.

  Business Response

  Date: 06/20/2023

  Dear member,

  Your account has been found to violate our platform's and offer's terms. We clearly state that we do not award points for the purchase of pre-paid visas and gift cards, but throughout the majority of your membership with Drop, you have engaged in this behaviour in spite of these rules. We can see that you've made repeated $505.95 purchases as well as multiples of this amount, plus other large purchase amounts being repeated at retailers like GameStop, CVS, and Food Lion among others.

  This type of manufactured spending is against our terms and we have acted within our rights. Your account has been flagged for repeated misuse of the platform and we will not be unflagging it.

  It is the responsibility of each member to read and understand the terms they are agreeing to upon signing up for the platform.

  Thank you for your understanding.

  Customer Answer

  Date: 06/28/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  1. I redeemed rewards point to multiple gift cards on April, prior to the period of the activities referred to by Drop. However, this part of gift card also be voided by Drop.

  2. According to the terms, I should earn points for all activities exclude gift card purchases. But Drop doesn't provide any evidence to prove that all transactions are invalid because of gift card purchase. I ask for detail explanation and evidence for this. Otherwise, I have to file a lawsuit against Drop to get my money back.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 07/07/2023

  To whom this may concern,

  ******* account was originally flagged back in December 2021 for suspicious purchase activity under the brands ********** and ******** ***** was making purchases that we would not consider to be household spending due to their enormous values and the frequency of these large purchases.

  After many back and forth conversations with this member, we decided to give them a second chance and unflag their account. Their account has now been permanently flagged as we have caught them recently engaging in the same suspicious purchasing activity with another retailer, Food Lion.

  Drop is meant to be used for household spending and household spending only. We do not award points for the purchase of gift cards or pre-paid ****s, or for business purchases. Any member suspected of engaging in this behaviour will have their account flagged.

  As is mentioned in our platform's terms, Drop reserves the right to take any action we see fit on an account including but not limited to permanently flagging it making their points and gift cards unusable.

  After thorough investigation by multiple team members, ******* account has been found to violate multiple terms of service including suspected business spending, suspicious spending activity, purchasing pre-paid **** cards, and repeated suspicious behaviour spanning from 2021 to 2023. We will not be unflagging this account.

  Please consider this matter closed, there is no further action to be taken here.

  Customer Answer

  Date: 07/18/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

   

  I don't accept this answer. I will file a lawsuit.

   

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  Date:01/24/2023

  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 reached out to Drop with a simple issue with an unlinked bank account. What I was met with were repeated responses of having duplicate and business accounts attached to my account, none of which is accurate. Even though Ive been more than willing to correct, Drop is unable to identify the duplicate and business accounts, as am I, yet the insist they exist, and they froze my account over these non-existent issues. When I asked to speak with someone else, I was told I was already speaking to the Head of Support (***** - concerning). Its possible that Drop is seeing something I cannot see, but they have been fully unwilling to provide any information or address my concerns. My entire unlinked issue has also gone unaddressed. I would like someone else from Drop to actually look into this issue as Im not sure that ***** really understands how your platform works, and its extremely concerning that there is only one person who can overlook his communication with users.

  Business Response

  Date: 01/24/2023

  Hi *********,

  Thank you for getting in touch. We have corrected the syncing issue that you were experiencing with one of your personal accounts and are awaiting a confirmation that you have seen this is corrected.

  We have also notified you of accounts that have been linked twice, as well as two cards that appear to have ***************-only accounts, which is not supported on Drop, and noted in your terms & conditions agreement. 

  We have asked you to remove these, and noted which cards that do need to be removed within the limits of personal security. This has been addressed with other agents in the past 3 times since 2020, and in no case have the business cards been removed permanently. Drop is for personal purchases exclusively, and business purchases are not supported. While some business accounts are linked in aggregate through a single card, and we're happy to assist with those, we do need you to refrain from re-adding business cards.

  While we appreciate that you want us to provide some details publicly, we cannot do so without directly naming cards and the limited identifying account information that is contained here, so this cannot be done on a public website like the BBB. As we are still in the process of addressing your ticket, we ask that you close this complaint.

  Without removing those duplicated cards, your account is violating our terms and conditions, and full functionality is limited as a result, and per those terms, the account can be closed. We do not believe that you are violating these intentionally, but it must be addressed.

  Customer Answer

  Date: 01/25/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Drop has continued to state that I have business and duplicate cards attached to my account, but they have continuously failed to specify which accounts, exactly, these are. As mentioned, there are absolutely no business or duplicate cards liked to my account, now or before. I have provided detailed information on the accounts linked to Drop and have still yet to receive a valid and specific answer from the Drop team regarding which card numbers, specifically, have caused this issue. Without this, this issue will continue. I was told multiple times by Drop to remove cards that did not exist on my side, leading to a non-resolution.

  There have been 3 issues since 2020 as Drop continues not to fully and specifically address this concern, very likely a continued technical concern, as I have been very clear with Drop about, and cards continue to be added unknowingly (and likely hidden from my view). Drop unlinked my cards, but this does not address the cause. We need to stop this issue from continuing by understanding where the disconnect is. Again, I have sent very detailed information to the team to resolve this issue as it does not appear to be a user issue and is obviously not intentional.

  I am not looking for Drop to publicly state my card numbers, of course, but I am looking to have this issue fully addressed. I would appreciate if there was at least one more individual at Drop reviewing this concern as I feel the outstanding questions laid out in my email continue to be lost. Once the above concern is fully addressed and my account is reinstated, this repeated disruption to my account over several years of diligently working with the team on the same can be considered closed.

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

  
  

  Business Response

  Date: 01/31/2023

  The member has advised that they are satisfied with the assistance provided via support ticket and that they would be closing this complaint.

   

  They have stated that they were happy with provided explanation and action to assist them as of Thursday Jan 27, 2023. Please close complaint.

  Customer Answer

  Date: 02/03/2023

  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 and the matter has been resolved. It was confirmed that this issue was the result of card linking restrictions with several banks, an issue that is ongoing. This BBB was filed as I was initially told that I needed to fix an issue that did not and still does not display on my side, after my account was frozen, and after I was told there was no one else I could speak to on this issue. After quite a few messages, Drop did provide a thorough explanation and removed any issues on their end, while unfreezing my account. This complaint can be considered closed as these miscommunications were cleared.
  
  Sincerely,
  
  *********************************