ComplaintsforComscore Inc

• Initial Complaint

  01/31/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I was a user of the mobile app MobileXpression, an app that rewards users for sharing usage data on mobile phones which rewarded me with 5 points each week. I had been a user for a year without any issues. On Jan 29 I rebooted my phone because I was experiencing some connectivity issues, and opened the app to reconnect it for data sharing. Each time the app opens, it also opens a web browser to my points balance and points store. There was a "claim 5 points" option which was a few hours early, or for me, it was early because each Monday was when I'd get a notification from the app to claim my points. I claimed my 5 points which brought my account to 50 points total, which was the maximum amount of points for rewards, and I would then claim my reward, usually for either ****** or an ****** gift card. I chose to claim an ****** card and received a notice that my order had been canceled and my account frozen and included an email address to contact. I contacted the address and was told, "At this point we can confirm that your order was flagged and canceled by our security program. After further reviewing your account, we can confirm that you did not fulfill the necessary participation requirements needed to qualify for the incentive. Unfortunately based on your account not meeting the standards of activity and participation, we have canceled your order. We understand your frustration regarding this matter, however our decision to cancel your order and lock your account has been made." For 10 weeks I had claimed my 5 points, building toward the 50 points for my cashout as I had been doing for a year, only to receive this cancelation and account lock out of the blue. It is unprofessional and unethical to collect 10 weeks of a user's data, which has probably been profited off of already, and then lock their account when they attempt to be incentivized. If there was an issue, they had 10 weeks to notify me but waited until I attempted to cash in my points.

  Business response

  03/01/2023

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

  
  
  

  Dear Dispute Resolution Team,

   

  After reviewing this inquiry, it was confirmed that the Customers order was flagged by our security program. This was done based on discrepancies pertaining to his participation. On January 30, our team communicated with the Customer and considered the matter resolved. That said, we have reviewed his account, reprocessed his canceled order, and followed up with him via email. In our response, we indicated that he is welcome to continue his participation, if he chooses to do so. Finally, we marked his account to prevent a similar issue when submitting future orders.

   

  You will find that our resolution meets the desired settlement and gives the Customer the opportunity to continue his participation in our program.

   

  Warm regards,

   

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

  Customer response

  03/01/2023

  
  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. While I didn't request to continue participation in their service, I am happy to continue and will attempt to provide more data usage on my device.
  
  Regards,
  
  ***************************
  
  

• Initial Complaint

  10/10/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I cant redeem my points for rewards for opinionsquare.

  Business response

  10/21/2022

  ---------- Forwarded message ---------
  From: M*******************, Ian <****************@comscore.com>
  Date: Thu, Oct 20, 2022 at 7:31 PM
  Subject: RE: Complaint ID ********; *********************
  To:  [email protected] <[email protected]>
  Cc: P*************, Brian <**************@comscore.com>
  

  
  
  

  Dear Dispute Resolution Team,

   

  Thank you for contacting us regarding the above-referenced matter.  Our OpinionSquare support team always strives to resolve issues in a friendly and timely manner. We understand our members frustration and believe the same day resolution fully addressed any concerns.

   

  In short, our members account was accidently locked by our security program, thereby preventing our member from redeeming their reward points.  Within hours of receiving notice that our member was experiencing an issue, we (1) apologized, (2) notified our member that their account was accidently locked, (3) unlocked their rewards page, and (4) confirmed their order was processed.  Additionally, we credited our members account for the time the account was locked.  Since our resolution, we are pleased to inform you that our member is still active and participating in OpinionSquare surveys.

   

  If you need any additional details, please do not hesitate to contact our team.

   

  Sincerely,

  OpinionSquare Support

   

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