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:05/24/2025

  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.

  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:
  
  Hi,
  
   
  
  I am writing to express my dissatisfaction with the support I have received from Fluz regarding an ongoing issue. I have been in touch with my account manager, ***** and also with **** but unfortunately, neither has been helpful.
  
   
  
  I am eager to achieve Platinum Status, which requires a spending threshold of $250,000. I was informed that I could reach this goal by getting approved for virtual cards, and I was excited about the opportunity. However, I have been declined, as I was told that the bank cannot verify my identity. This is puzzling to me, as I am an American-born citizen, raised and currently living in the U.S.
  
   
  
  I would greatly appreciate it if Fluz could investigate this verification issue further. Alternatively, I would like to request an exception to be granted Platinum Status, as I believe having access to this feature would also benefit Fluz.
  
   
  
  Thank you for your attention to this matter. I sincerely hope you can assist me with one of these options.
  
   
  
  Best regards,  
  
  ****** ******
  
   
  
  In order for the BBB to appropriately process your response, you MUST answer the question above.
  
  
  Sincerely,
  
  ****** ******
  
  

  Business Response

  Date: 05/27/2025

  Thank you for bringing this to our attention.
  
  We're sorry to hear about your disappointment with how your Virtual Card access request is proceeding.
  
  We can see that you have an open ticket with our team. Rest assured that we will continue doing everything we can on our end, to help with the approval of your Virtual card. That said, we do hope for your understanding as Virtual card evaluation is subject to our partner banks' approval.
  
  Our team will be sending you an email as soon as there's an update on your Virtual Card. Until then, we would like to invite you to enjoy our other useful services. ******************************************************

  Business Response

  Date: 06/21/2025

  Hi *** ******,
  
  Thank you for your response.
  
  We've shared your feedback with the team, and we're pleased to let you know that they may have some positive updates regarding your concern.
  
  Please check your correspondence with them for the latest status.
  

• Initial Complaint

  Date:06/21/2024

  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.

  Fraudulent charges on my account

  Business Response

  Date: 06/21/2024

  Hi ****************,
  
  Were very sorry to hear that your card information was compromised. We want to make clear that Fluz, as a company, was not responsible for compromising your card information. We do not have access to your card details. We are an online app-based marketplace that accepts a variety of payment methods. Its possible that someone got a hold of your card information and used it to make a purchase on our platform. It is also possible that the card was already compromised before you purchased it.
  
  We've found from our records that you've recently reported the charge to us, and that case has since been successfully resolved. We appreciate you reaching out to our team.
  Kindly check your email for the latest status of your case.

• Initial Complaint

  Date:04/29/2024

  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.

  Date of the transaction: 03/12/2024 Amount: $160.00 Service: Uber Gift Card Nature of dispute: I initiated a purchase for one $160.00 uber gift card on the Fluz app. While going through checkout, I received an error message that my purchase did not go through, the app then timed out, closed, reopened and then I received two transaction receipts/notifications for $160.00. They did provide two $160.00 Uber gift cards. I emailed them with the issue requesting a refund for one of the gift cards as I had intended to use the other one. They wanted to know which gift card I wanted a refund for. I told them I did not know as it is not possible to check the balance on an Uber gift card without redeeming the gift card first. And if I had redeemed the gift card, then I would not be able to get a refund. **** from Fluz understood and requested a refund. I then received a notification from Fluz that my refund was declined as I had redeemed the gift card. I emailed in once again as I had only redeemed one of the gift cards. I did not hear back from them. This was over a month of emails and interactions. I actually gave up and decided that I would just keep the gift card as it was clear they weren't going to help me. So i went to redeem the gift card and it said it was already redeemed. I then emailed in again explaining the situation one more time. They said I had to confirm where the gc was redeemed. I contacted Uber support and they gave me only the first name on account that redeemed my gc. The name was "FLUZ Two". Fluz redeemed my gift card for $160.00 and also have not issued a refund. So I called again Friday, April 19th and talked to Lei. She confirmed my case number from my email and I provided the email from Uber confirming where the gc was redeemed. I have emailed them 3 more times since then and no one will respond. They have completely ghosted me, have my money and my gift card. I would consider this theft or fraud at this point.

  Business Response

  Date: 04/30/2024

  Hi ********************,
  
  We're truly sorry to hear about what you've experienced.
  
  Upon checking, we can see that you've continued communicating with us and we're glad to see that our representative has since been able to assist you in processing a refund for the transaction. Please check your email for the latest status.
  
   Thanks for raising this concern and we really appreciate your patience.
  

  
  

• Initial Complaint

  Date:04/09/2024

  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.

  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.
  
  Sincerely,
  
  *********************************
  
  
  
   
  
  

  Business Response

  Date: 04/10/2024

  Hi *** *******, Were very sorry to hear about this. We have already started reading through your communications with us and are working to find a resolution. Please expect to hear from us within the week about this. Thank you for your patience

• Initial Complaint

  Date:12/20/2023

  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.

  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.
  
  Sincerely,
  
  ******* ***
  
  
  
   
  
  

  Business Response

  Date: 12/20/2023

  Hi *******, We appreciate you bringing this to our attention. We're truly sorry for any inconvenience this may have caused and for the possible continued delay you are experiencing in receiving your refund. Allow us to check in on the team to get the latest update on your case. Rest assured that we'll be letting you know as soon as we hear from them.

• Initial Complaint

  Date:10/05/2023

  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.

  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.

  The business was able to pay out the cashback owed as requested.
  
  Sincerely,
  
  ****************
  
  
  
   
  
  

  d, and transfer any available cash balance to an account of your choosing."I asked for my account to be reinstated, but support would not do so and gave no specific reason, only some "possible reasons":1. Our security filters keep flagging your account.2. Your account is associated with other accounts that have been flagged by our security filters.3. Irregular device activity.I then asked to cash out my balance, but was refused on the basis that I hadn't reached the $15 minimum.This puts me in an impossible situation where I can neither earn the remaining cashback required to reach the minimum since my account can't be reinstated, nor can I cash out my earned cashback.I do not believe that any of my activity is out of the ordinary for regular user activity, and I feel that I have been misled into spending money on Fluz; I would not have done so if I knew that the promised cashback would become impossible to redeem because of some kind of automated security filters.

  Business Response

  Date: 10/26/2023

  Hi *******,
  
  Unfortunately, your account was flagged for suspicious activity and as such, any further activity was prevented.  We apologize for any inconvenience this may have caused. Please check your email. Weve reached out directly to settle this matter positively.
  
  Thank you.
  

• Initial Complaint

  Date:07/12/2023

  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.

  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]

  Fluz has not solved this issue. I have yet to receive the $60 in cashback that I clearly earned. My cashback earned needs to be deposited to my account.

   

   

   

   

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

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

  Business Response

  Date: 07/12/2023

  Hi *****,
  
  We're sorry to hear about what happened. Upon checking, we can see that you already have an existing ticket with our support team and the issue you encountered with your Cashback had already been raised to the team for further investigation.
  
  Rest assured that we'll getting to the bottom of this and we'll be informing you as soon as we have an update. We appreciate your patience and understanding through this wait.

  Business Response

  Date: 07/14/2023

  Hi *****,
  
  We apologize for any confusion regarding your cash back.
  
  We want to assure you that the $60 cashback has indeed been credited to your Fluz Balance. However, you may not see it in your Fluz wallet anymore, and we understand that this might be causing the confusion. The reason for this is that your Fluz Balance was utilized as a funding source for two recent purchases.
  
  To provide you with a clearer understanding, we have sent you an email that breaks down the Purchase IDs and includes details of the transactions that were made using your Fluz Balance.
  
  
  Thank you for your understanding.
  
  Best regards,
  
  

• Initial Complaint

  Date:07/10/2023

  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 purchased a single $50 amazon gift card as part of Fluz's recent Amazon party and used my bank account to pay but I was double charged. I have contacted Fluz support and have spent almost 2 days waiting for them but have received only generic "let me follow up" responses so far. I would like a refund of the second $50 ACH transaction.

  Business Response

  Date: 07/11/2023

  Hi ****!

  Weve replied to your support ticket already! Apologies that it took us a few days to locate the extra $50 charge. It turns out you had another account where the charge was from. What happened was the transaction failed but the charge still pushed through (it was a one-off issue). Weve already refunded that charge and you should see it in your account back to next .

   Thanks for raising the concern and we really appreciate your patience.