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:10/28/2022

  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've been using Fetch Rewards for almost 3 years, I always redeem for *********** gift cards. However, last week, I decided to use my point and get the $25 **** gift card, After 72 hours, I haven't received my reward so I sent email to Fetch technical support. I got an email back from Cynth that my problem was solved and I should receive my gift card soon. However, it still show pending on the reward page. Therefore, I sent another enquiry to customer service and I got back anoher email that my account was closed. We are restaurant business owner, we went to ***'s Club amost everyday to shop. I would like my $25 ****'s gift card and get my account unlocked.

  Business Response

  Date: 10/28/2022

  Hello, thank you for reaching out to us! After reviewing this user's account and activity, we have reactivated their account under the condition that the user reviews section 28 of our Terms of Service. The user can read our Terms of Service here: https://www.fetchrewards.com/terms-of-service. No further action is needed on the user's end, as they should be able to log in with their credentials as well as have access to their points and rewards. If the user has any questions regarding their reactivation, we are always available at ********************************. Kind Regards, The Fetch Rewards Team

• Initial Complaint

  Date:10/25/2022

  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 have emailed this company multiple times in an attempt to assist my mom and they always send back a ticket number with the promise to contact within ***** hours. Well its been over a month. My moms account got signed out and she couldnt remember the password every time she selected the forgot password option to attempt to create a new one to log in it would say an email was sent without sending an email. I have attempted it with my own account solely to see if it was her phone that had an issue and I couldnt get the email either. We searched all inboxes including spam for a link to reset. All we want is to get her password changed and for over a month no one will respond to the emails we sent and there is no phone number we can call.

  Business Response

  Date: 10/26/2022

  Hello! Thank you for reaching out to the Fetch Rewards team!
  
  We were not able to locate a ticket request under the information provided. We would love to review this with your mother as we can not discuss other user's accounts with our users per our privacy policy. (https://www.fetchrewards.com/privacy-policy)

  Please have your mother reach out to us at ******************************** and we can assist you further. 

  Warm regards, The Fetch Rewards Team.

• Initial Complaint

  Date:10/25/2022

  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 am very confused as to why I was banned from using this app further. I had thousands of points collected through my hard-earned money used on shopping trips and then uploaded into this app. It was very frustrating to see these points not redeemed after this app. Fetch recently did not allow me to use the app further. They mentioned that there was suspicious activity occurring as the reasoning, but I am unsure where this reasoning comes from as these are stores that I actively and genuinely visit. I would truly appreciate it if I could use the app again and have my un-redeemed points back before I was banned from using the app. I do not engage in a fraudulent activity I buy things all the time and use my own receipts. I can verify this anytime. I would like to have access to my rewards points and have access to my account again to use this app.

  Business Response

  Date: 10/26/2022

  Hello! Thank you for reaching out to the Fetch Rewards team!
  
  We have reviewed the user's account and activity in question with our team. We show that the user was submitting fraudulent receipts, and gained a large number of points fraudulently from these actions. This type of activity goes against our Terms of Service. 
  
  We have decided to reactivate this user with a warning regarding these submissions. 
  
  Fetch Rewards loves to award points to our users who act within our guidelines in our Terms of Service, which can be reviewed here: (https://www.fetchrewards.com/terms-of-service/). Please refer to line 28 within our Terms of Service. 
  
  Fetch Rewards may take any action in its sole discretion against any activity it deems fraudulent, including terminating an account. This includes but is not limited to, when somebody tries to fraudulently obtain points. Fetch has the prime goal of providing a fair experience for users to accumulate points and maximize their savings, this is why we have to freeze/deactivate accounts that violate our Terms of Service.
  
  If you have any further requests for more information on this matter please let us know at ********************************.
  
  Warm regards, The Fetch Rewards Team.

  Customer Answer

  Date: 10/27/2022

  [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. Fetch service reached out to me and told me my account would be reactivated and my rewards were also available back to me. However, as far as the fraudelent receipts are concerned, I have told Fetch that I can verify any information they like. I *********** at large grocery retailers for which my name is on the account and my number so I do not understand how that can be false or fraudelent. Nonetheless, I thank Fetch for notifying me of this issue and will work with them at anytime if they ask me to verify anything. Thank you again. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:10/24/2022

  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.

  I received an email from Fetch telling me my account was deactivated for "duplicate information being submitted across multiple accounts", but THIS account with my email ************************ is the ONLY Fetch Rewards account I have! I do not have any other account, NOR would that even be possible, as this account is linked to both my email and cell phone #. So theres no way I could have another account. I am very frustrated with Fetch rewards about this, as I have had a Fetch account for a very long time and love using it! I did ask for Fetch Rewards to show me proof of what Fetch Rewards has claimed of using my receipts on different accounts, as I can assure you there will be NO other accounts found! Fetch Rewards has not shown me anything to prove this, despite me asking several times. I don't have multiple accounts, and only have/use the one I mentioned, with my attached personal email, so it's insulting Fetch Rewards accusing me of being dishonest. And its not even correct or true what Fetch Rewards says I supposedly have done, and like I said this needs to be looked into, and then show me proof of the accusations. Thank you.

  Business Response

  Date: 10/26/2022

  Hello! Thank you for reaching out to the Fetch Rewards team!
  
  We have reviewed the user's account and activity in question with our team. We show that there were multiple referrals with matching information, and the user gained a large number of points from these referrals. This type of activity goes against our Terms of Service.
  
  We have decided to reactivate this user with a warning regarding these fake accounts.
  
  Fetch Rewards loves to award points to our users who act within our guidelines in our Terms of Service, which can be reviewed here: (https://www.fetchrewards.com/terms-of-service/). Please refer to line 28 within our Terms of Service.
  
  Fetch Rewards may take any action in its sole discretion against any activity it deems fraudulent, including terminating an account. This includes but is not limited to, when somebody tries to fraudulently obtain points. Fetch has the prime goal of providing a fair experience for users to accumulate points and maximize their savings, this is why we have to freeze/deactivate accounts that violate our Terms of Service.
  
  If you have any further requests for more information on this matter please let us know at ********************************.
  
  Warm regards, The Fetch Rewards Team.

• Initial Complaint

  Date:10/20/2022

  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 logged in today to Fetch rewards to see the status of the 2 Amazon rewards (for $25 and $10 respectively) I had requested, finding that both were declined with the following error: "This reward exceeds your points balance". Further investigation revealed that all my accumulated points (about $37) were "deducted" because of "one or more fraudulent receipts". I contacted Fetch Rewards and was told that some receipts "do not match the original print from the register" in that they may "have been folded, cut, pieced together, obscured, or otherwise altered from their original format". Knowing that, to the best of my knowledge, I have followed Fetchs Terms of Service and, more specifically, that I have never folded, cut, pieced together, obscured, or otherwise altered from their original format receipts, I contacted Fetch Rewards a second time, automatically (within 1 second) receiving a reply that "these points will not be re-issued". Apart from the fact that I did nothing wrong, I find it highly suspicious that my account was deactivated 1) with no communication from Fetch's part, 2) when I have ****** reward points, and 3) that the deactivation happened as I was trying to claim my reward points. Furthermore, I have submitted 6 special offer (purple in the app) receipts since my last gift card redemption about a week ago (i.e., my point deduction must have been made while submitting these 6 receipts) and I still have most the products for which I received credit (i.e., I can prove that I did purchase all products on the receipts). Although I do not have the original receipts anymore, I am pretty sure I can find online versions from the retailers. I have already proposed to Fetch but I am now only receiving automatic replies when using support to contact them about this issue.

  Business Response

  Date: 10/21/2022

  Hello! Thank you for reaching out to the Fetch Rewards team!

  We have reviewed the user's account and activity in question with our team. We show that the user was submitting printed copies of their receipts. These types of submissions go against our Terms of Service. Receipts have to be submitted in their original form from storefront printers. 

  We have decided that this user will have their points awarded back to them under the condition that they submit their receipts in the correct format. This format being, snapping receipts in their original form, from a storefront printer. Further submissions of copied receipts from printers that are not storefront printers, will result in the points be deducted once more. 

  Fetch Rewards loves to award points to our users who act within our guidelines in our Terms of Service, which can be reviewed here: (https://www.fetchrewards.com/terms-of-service/).

  Fetch Rewards may take any action in its sole discretion against any activity it deems fraudulent, including terminating an account. This includes but is not limited to, when somebody tries to fraudulently obtain points. Fetch has the prime goal of providing a fair experience for users to accumulate points and maximize their savings, this is why we have to freeze/deactivate accounts that violate our Terms of Service.

  If you have any further requests for more information on this matter please let us know at ********************************.

  Warm regards, The Fetch Rewards Team.

  
  

  Customer Answer

  Date: 10/24/2022

  [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:10/20/2022

  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.

  Monday October 10, I put in for a 5$ cracker barrel gift card, and they immediately deducted the points like usual. I waited the 72 hours and never received the card. I emailed them SEVERAL times since, with the same useless response on where to look to find my reward. I KNOW WHERE TO LOOK! I have received several rewards before, so that wasn't the issue. I changed the wording each email, to make clear that they did not issue my reward,and either to give me my reward, or give my points back!!! They sent the EXACT same message AGAIN!!! This is RIDICULOUS!! There is no way to speak to anyone, and it is BEYOND FRUSTRATING!

  Business Response

  Date: 10/21/2022

  Hello! Thank you for reaching out to the Fetch Rewards team!

  We have reviewed this users account, and we can confirm that the reward was issued and delivered to them. 

  Under normal circumstances, users are able to review their reward by tapping on the 'Rewards' tab, selecting and tapping 'My Rewards'. Once there, users can tap their processed reward and view their gift card information. 

  Another way to access their rewards is to review their activity feed for the reward! Users can review their activity feed by tapping on their points in the top right-hand corner of their apps screen. Once there, they can scroll through their activity history, such as receipt scans and reward redemptions. Tapping on the reward redemption in this feed will bring the user to their reward, which will also have their gift card code. 

  If neither of the two provided routes work, we would love to further review this issue with the user! We have reached back out to the user, with support ticket #*******, requesting a screenshot of what happens when they tap their 'Rewards' tab. With this requested screenshot, we can review the issue in more detail with the user. 

  If you have any further requests for more information on this matter please let us know within the follow-up email we sent, or by reaching us at ********************************.

  Warm regards, The Fetch Rewards Team.
  

  
  

• Initial Complaint

  Date:10/19/2022

  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.

  I opened my account on September 27th 2022. After uploading a few receipts, I observed the rewards were being dropped to 25 points every time. It means I have to submit 400 receipts for $10 cash back which is almost impossible and means too much work is needed. For privacy considerations, I sent an email to Fetch on Oct 3rd to request the account closure.Fetch then closed the account and responded to me saying the account on the same mobile device cannot be recovered once it is closed. After that, I learned from friends that there are many types of bonuses on Fetch. It is not quite difficult to accumulate points...Since I am very new to Fetch Rewards and misunderstood the rules and I never knew I am not able to use Fetch on my phone once it is closed only until I was informed AFTER the account had been closed (which means there was no chance for me to withdraw my request), I would like to request a one-time process - please reopen my account and restore the Fetch Rewards points I had. I will never request it again since it is clear to me for the policies. I will be a loyal user and will refer this great app to whomever I know.Registered information: **************** and *************. **** (**************

  Business Response

  Date: 10/20/2022

  Hello! Thank you for reaching out to the Fetch Rewards Team.

  We appreciate this user's interest in our app! When a user is no longer planning to use our app, they can request to have their account deactivated. If they change their mind, they can reach out to our support team and it can be reactivated at any time.In this case, the user requested account deletion via our Deletion Form, which is different from deactivation.

  This form contains an Account Deletion Disclaimer with the following warning: "**This form WILL RESULT IN A DELETION OF YOUR ACCOUNT**. You will no longer be able to use Fetch Rewards, and it will result in the removal of your user information".

  The user has also agreed to our Account Deletion Acknowledgement which reads, "By checking this box, you acknowledge that this will result in a full deletion of your Fetch Rewards account. Once the process is complete, you will no longer be able to use Fetch Rewards, and your account cannot be recovered. If you do not wish to continue with the account deletion process, please do not check this box".

  Based on the fact that a deletion request was submitted by the user and honored by our company, regrettably, we are unable to recover the account for this user and they will be unable to use the app going forward.

  Please don't hesitate to reach out to ******************************** for additional information.

  Kind Regards,

  
  The Fetch Team

  Customer Answer

  Date: 10/25/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  In Fetch Rewards response, it mentioned:
  
  - "When a user is no longer planning to use our app,they can request to have their account deactivated. If they change their mind,they can reach out to our support team and it can be reactivated at any time."
  

  If I never knew I had this option, how could I request a deactivation? When I sent the closure request, how I wished Fetch Rewards could have offered me this option. Unfortunately,it didnt.
  

  
  - "The user has also agreed to our Account Deletion Acknowledgement which reads, "By checking this box, you acknowledge that this will result in a full deletion of your Fetch Rewards account. Once the process is complete, you will no longer be able to use Fetch Rewards, and your account cannot be recovered. If you do not wish to continue with the account deletion process, please do not check this box"." 
  

  I never clicked any type of "box" and confirm the deletion. Rather, I did send two emails to Fetch Rewards and requested not to retain my accounts. 
  
  

  For these reasons, I'd like to request a one-time reopening of my account. If that is not an option, I would like to open a new account and continue to use it on my mobile phone. Currently, I am not able to register from my mobile.I will appreciate for this good will and will be a loyal user since then.
  
  Regards,
  
  Qing (cherry) ***

  Business Response

  Date: 10/31/2022

  Hello,
  
  Thank you for following up.
  
  The only way to request a permanent deletion of an account is by completing a CCPA Privacy Request Form or an Opt-Out Request. These forms require a user to check both an acknowledgment and confirmation notice confirming the deletion of the account. Additionally, the forms state, "Once the process is complete, you will no longer be able to use Fetch Rewards, and your account cannot be recovered. If you do not wish to continue with the account deletion process, please do not check this box".
  
  On 10/01/2022, we received a deletion request from this Fetch Rewards account and it was honored shortly afterwards. Once an account has been deleted, it can no longer be recovered and no new accounts can be created.
  
  If a user wishes to deactivate their account, they can reach out for assistance to the Fetch Rewards support team. When an account is deactivated per request, its owner can reactivate it at any time. The information about account deactivation is available in our *********** that can be accessed through the app or via this link: https://help.fetch.com/hc/en-us/articles/360009785613-How-do-I-delete-my-account-
  
  If you are looking for additional information, don't hesitate to contact ********************************.
  
  Thank you again,
  The Fetch Rewards team
  

• Initial Complaint

  Date:10/17/2022

  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.

  My husband and I both have accounts with fetch. I emailed them because I was emailed an offer I thought I didn't get credit for. The offer was actually my husband's and because we use ****** mail I get his emails as well as my own. I forwarded the email to fetch as requested and they deactivated my account, kept my 20k in rewards points and accused me of having multiple accounts. I emailed fetch a letter explaining the situation and they emailed me again they determined I had multiple accounts and they can close my account for any reason they find high risk. I don't have multiple accounts and it's insulting a company is accusing me of being dishonest. I never collected one reward from fetch but spent time making bonus purchases, snapping receipts and referring friends and family

  Business Response

  Date: 10/18/2022

  Hello! 
  Thank you for contacting us! After looking into this user's account and activity, we have reactivated their account under the condition the user reviews section 28 of our Terms of Service. The user can read our Terms of Service here: https://www.fetchrewards.com/terms-of-service. No further action is needed on the user's end, as they should be able to log in with their credentials as well as have access to their points and rewards. Should the user wish to speak to a member of our staff regarding this reactivation, we are always available at ******************************** to address any other questions or concerns they may have.
  Kind Regards,
  The Fetch Rewards Team

  Customer Answer

  Date: 10/18/2022

  [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. 

  I have read section 28 of the terms and am concerned that you may think this has happened again as I in no way committed any type of fraud.  The vagueness of the information I was given makes it difficult to determine what your company thinks I did.  I have racked my brain and the only other thing I can think of is I have a joint Amazon account with my husband and  one other person who is on fetch.  It is under my email and I am the only person linked from fetch.  

  Regards,
  
  ***************************

  
  

• Initial Complaint

  Date:10/12/2022

  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 am a hard working fetch reward user and i decide to redeem a 25 dollar gift card and the day it was due i got a unsuspected error saying i did not have enough points to buy the gift card I did get a refound of points but not the exact amount. I would love to keep using fetch rewards it is just this one issue

  Business Response

  Date: 10/12/2022

  Hello! Thank you for reaching out to the Fetch Rewards team. Our mission is to help shoppers save at their favorite stores, and we were more than happy to take a look at this user's account. During this review, we discovered that this user has submitted counterfeit receipts, which is a direct violation of our Terms of Service. (https://www.fetchrewards.com/terms-of-service) These fraudulent uploads were reviewed, and the points obtained from these receipts were deducted from this user's account. This action resulted in the user not having the funds to redeem the reward that they had chosen. Please note that if this fraudulent behavior continues, we will have no choice but to deactivate this account. If the user should have any other questions, we are available at support(at)fetch rewards.com. Kind Regards, The Fetch Rewards team 

• Initial Complaint

  Date:10/11/2022

  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've been using Fetch Rewards for years, and after resetting my phone about a week ago, I started having issues with the app. When you sign in with a new device, it makes you verify your email again. But Fetch wasn't sending me the verification email.In addition, when I'd upload receipts, the app would not recognize information on the receipt, and I'd have to take up to 50 pictures of the receipt before the app would recognize the necessary information. This hadn't happened before. The receipts I uploaded were not showing ** in my account history, although points were being added to my account for the uploads.I finally contacted Fetch about the issues I was having with their app, and they told me my account had been permanently deactivated, because they suspected me of using receipts that were not my own, which they said is against their terms and conditions.If they want to kick me off their app, that's fine. I'll save a lot of time. But they are also keeping the funds I earned, which amounts to $76.46. I spent months earning that money, and the companies they work with have undoubtedly already paid commissions to Fetch on the receipts I uploaded. The fact that they never even informed me that my account was deactivated, put my app on 'buggy mode', and allowed me to keep uploading receipts, while continuing to collect money from their partners, and while knowing they had no intention of paying me my earnings, shows how dishonest and unethical they are.I don't want to use their app anymore, but I do want the money I spent countless hours earning. They owe me $76.46.

  Business Response

  Date: 10/11/2022

  Hello!

  Thank you for reaching out to the Fetch Rewards team. It makes us happy to be able to provide a fun app that helps our users get rewarded for their everyday purchases. While reviewing the user's account, we discovered that the user collected several receipts from Walmart.This is a direct violation of our Terms of Service (https://www.fetchrewards.com/terms-of-service). Due to these violations, we will not be able to continue offering our services to this user.

  If a user tries to fraudulently obtain points, we have no choice but to freeze the account.

  Kind regards,

  The Fetch Rewards team

  Customer Answer

  Date: 10/11/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [I don't want to continue using your app. But I do need my points to be redeemed to me. That is not your money. You owe me $76.]
  
  Regards,
  
  *************************

  Business Response

  Date: 10/13/2022

  Hello! Thank you for reaching out to the Fetch Rewards team!
  
  We have reviewed the user's account and activity in question with our team. We show that the user was submitting receipts that they did not purchase, and gained a large number of points fraudulently from these actions. This type of activity goes against our Terms of Service. 
  
  We have decided to reactivate this user with a warning regarding these submissions. 
  
  Fetch Rewards loves to award points to our users who act within our guidelines in our Terms of Service, which can be reviewed here: (https://www.fetchrewards.com/terms-of-service/).
  
  Fetch Rewards may take any action in its sole discretion against any activity it deems fraudulent, including terminating an account. This includes but is not limited to, when somebody tries to fraudulently obtain points. Fetch has the prime goal of providing a fair experience for users to accumulate points and maximize their savings, this is why we have to freeze/deactivate accounts that violate our Terms of Service.
  
  If you have any further requests for more information on this matter please let us know at ********************************.
  
  Warm regards, The Fetch Rewards Team.

  Customer Answer

  Date: 10/17/2022

  [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. My funds have been returned to me.
  
  Regards,
  
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