Ibotta, Inc.

Hello, Thank you for the concern regarding your account. The user created their account on 11/1/17. Through the duration of the user's account, the user has submitted 5 different receipts that the user purchased for Ibotta credit and then returned the items that the user received Ibotta credit...

on. Per Ibotta's Terms of Use, Section 10.2, users may not redeem, or attempt to redeem, Ibotta offers for products that have not actually been purchased and retained, or for products that have been purchased but returned to a store or online vendor, following purchase. Regardless of the intentions, such actions violate our Terms of Use and provide clear evidence for Ibotta to terminate a user’s account, reverse or correct user rewards balances, or take other actions as appropriate. Unfortunately, Ibotta takes returns of products that have received Ibotta credit, very seriously and is grounds for deactivation. We are firm in our decision to maintain deactivation of the user's account. We appreciate the user's cooperation and understanding. Thank you.

Hello, Thank you for your message. After a second review of your account, we are firm in our decision to permanently deactivate your account. Your account has been deactivated due to suspicious account activity. Due to purchasing information and or account activity, we reserve the right to suspend accounts temporarily, or permanently, based on shopping behavior or user data that may indicate fraudulent activity. Unfortunately, we will be unable to reactivate your account at this time. Thank you for your cooperation and understanding.

Complaint: [redacted]
I am rejecting this response because:It has been indicated by you that this unusual activity appears to be cashier fraud.  If that is the case, so be it.  I don't know any cashiers.  I don't work for any retailers.  I don't shop more than maybe once a month at [redacted].  I don't even know my frequent shopper card number, so I have to enter my phone number at the register when I *DO* shop there, because it so infrequent.  Hundreds of transactions seems very exaggerated to me, but if that is the case, then yes, it is obviously NOT from me.  So rather than bring this irregularity to my attention and try to resolve it responsibly and ethically as a business professional, you choose to shut down my account, generate a robo-email to notify me, and deny my request to speak to someone. You want to blame these mysterious irregularities on me - Fine.  You have that right. Your way of dealing with people is shameful and unprofessional.  I was never even given the courtesy of a human being to speak with on the telephone.  You don't deserve my time nor my patronage.  We shall agree to disagree, and I will take the stance that this matter is not, nor will ever be resolved.  Shame on you, Ibotta.
Sincerely,
[redacted]

Hello, Thank you for the concern regarding your account. It appears that the user is in current communication with our Team regarding her JoAnn purchase. Currently, Ibotta is not receiving complete information from JoAnn receipt barcode scanning resulting in offer credit not being applied...

appropriately. Our Team is working on the user's specific instance and will be reaching out to the user soon. If the user has any additional outstanding purchases, we suggest that the user bring these to the attention of the Care Agent for further assistance. We appreciate the user's patience and understanding. Thank you and have a nice day.

Hello, Thank you for the reply regarding your account. Unfortunately, there was not a screenshot linked to your reply message to the Revdex.com. The user received the [redacted] bonus along with the redemption credit at the same time. In regards to the $10 bonus, we believe that the user may be talking about the Fall Into the Holidays compounded bonus. The bonus details are "The holidays are here and we're giving gifts early, with up to $10 in stackable bonuses" which means the user would have to complete each level of the bonus in order to earn the complete $10. If the user has further questions about these or other bonuses, please write the Care Team for assistance. Thank you and happy earning!

Hello,Thank you for the concern regarding your account. It appears that your received an email yesterday from our Support Team stating the following:  "Our automated system flagged your account for review based on one of the following reasons: user data, shopping behavior, or account audits. We...

have completed the review and have restored full access to your account.Thank you for your patience and have a great day!" In the future, we ask that you allow 48 hours for a response from our Support Team due to the number of inquiries we receive on a daily basis. Have a great day!

Hello, Thank you for the concern regarding your account. Our Support Team has received your emails and will be responding on the email platform. In the future, be sure to allow 72 hours for the review of an account. Please continue corresponding with our Support Team via email. Thank you....

Have a nice day!

Hello, Thank you for your concern regarding the phone number on your account. Unfortunately, the user is not able to remember the phone number that he linked to his account on 1/31/2016. We have offered to test any list of phone numbers against the user's account, but the user has not provided...

any additional phone numbers. Upon review of the user's account, the user linked a third party provider to his account which Ibotta does not recommend. We hope that the user is able to provide a list of phone numbers, at least on this platform, so that the Team can further assist the user. We apologize for the inconvenience. Thank you.

Final Consumer Response /* (2000, 7, 2015/12/01) */
Issue has been resolved. I informed them of this complaint being filed with The Revdex.com and they paid out what was owed. Thank you for your time in this matter. You may close out the case. Thank you [redacted]

Complaint: [redacted]
I am rejecting this response because:As a part time wedding planner, your determination that I violated the terms of use is unfairly discriminatory based on my purchasing patterns. By filing a complaint with the Revdex.com, I have since learned that this is a common practice of yours. I have contacted each of the manufacturers and retailers for the rebates I rightfully earned and notified them of the situation as well as advised them not to pay you since the money won't make it to the end user. I will continue to correspond with them on the matter as I see fit. While the amount of rebates may seem insignificant, judging by the number of people with similar complaints, it appears that you are pocketing money that isn't rightfully yours. I will do everything in my power to assure that you suffer your misguided business practices. 
Sincerely,
[redacted]

Hello, Thank you for the concern regarding your accounts. We have completed a second review of your accounts and are firm in our decision to maintain deactivation on both of your earning accounts with Ibotta. Ibotta has created a referral program that grants users $5.00 for every...

successful NEW user that an existing user invites to use Ibotta. On October 21, 2016, this user intentionally created a SECOND Ibotta account using the referral code from her FIRST Ibotta account. It is clear to us that the user was attempting to fraud Ibotta by inviting herself to join Ibotta in order to earn the $5.00 credit. Then the user continued to earn on BOTH accounts thus violating Ibotta's Terms. The user also shared the same receipt between the two accounts in order to earn addtional Ibotta credit with an already submitted receipt. We verified that more than one account was created using your information. Per Ibotta’s Terms of Use, Section 11, users may not create more than one (1) Ibotta account. We have verified that you have attempted to refer at least one account that uses the same account or purchase information. Per Ibotta's Terms of Use, Section 10.11, users may not exploit or attempt to exploit Ibotta’s referral bonus program in an effort to earn illegitimate referral bonuses or credit(s). This includes the following: inviting oneself on an additional account or inviting others who share the same mobile device. We also verified that you have submitted receipts that were first submitted by another user. Per Ibotta's terms of use, Section 10.3 users may not upload receipts to Ibotta that have already been uploaded by you or another user (regardless of the rebates being redeemed by each user). Therefore, we are firm in our decision to keep both of this user's accounts deactivated as the user intentionally violated Ibotta's Terms. We appreciate your understanding. Thank you.

Hello, Thank you for your further explanation. We apologize for any confusion, but after further review, we have determined to shut down your account and several accounts created in association. These accounts have been deactivated due to suspicious network activity. There has been a multitude of accounts created via referrals that are not legitimate due to the sharing of the same receipts, purchasing information and or activity. This activity does not reflect the activity of actual individual users using the app. Per Ibotta's Terms of Use, Section 10.11, users may not exploit or attempt to exploit Ibotta’s referral bonus program in an effort to earn illegitimate referral bonuses or credit(s). This includes the following: inviting oneself on an additional account or inviting others who share the same mobile device.At this time, we will be unable to reactivate these accounts. Due to the nature of our business, we reserve the right to suspend accounts temporarily, or permanently, based on shopping behavior or user data that may indicate fraudulent activity.Thank you for your cooperation and understanding.

Complaint: [redacted]
I am rejecting this response because: someone is using my email address fraudulently and you refuse to close the account. Since the person is not receiving my he emails, what harm is there in closing the account?  You are knowingly allowing fraud to continue 
Sincerely
[redacted]

Hello, Thank you for the concern regarding your accounts. The user's accounts were deactivated for having more than one earning account, sharing receipts, and fabricating receipts. The user's main account, which he used the email address to write this complaint, was created in June 2016....

Since the account creation, the user has sent in many receipts that have been fabricated with the sole intent of repeatedly earning offer credit which has already been received. For example, the user will take a picture of the top of a receipt. Then, the user will take pictures of a previously submitted receipt for the middle portions of the receipt that have the eligible offer items listed. Then, the user will take a picture of the bottom portion of the receipt that is the same as the top portion. On one occasion, the user submitted a top and bottom portion of a receipt with a total of less than $7.00 but when the all line items are added up, the total of the receipt equals over $70. Also, in February 2018, the user created a second account on his same device and continued to earn on both accounts. Both of these accounts share the same user information and users are allowed to have ONE earning account. The user was then sharing the same receipts between the two accounts on 5 different occasions before both accounts were deactivated. Unfortunately, the team must protect our brands and retailers from fraudulent behavior such as fabricating receipts and sharing receipts. Fraudulent behavior displayed by this user prevents Ibotta from maintaining strong relationships with our brands and retailers in order to provide quality and relevant offers to users who follow the rules. We apologize for the inconvenience and appreciate the user's cooperation and understanding. Thank you.

I am rejecting this response because: again, I did not commit fraud. Ibotta claims that I created a receipt when in it is from the [redacted] car side to go services, I do not feel that it is right for ibotta to close my account due to their lack of knowledge of a company's receipt format. I would like my account reopened and my rebates processed. Thank you.
Sincerely,
[redacted]

Final Consumer Response /* (2000, 7, 2015/12/08) */
This problem has been fixed. Thank you for your assistance

Complaint: [redacted]
I am rejecting this response because:The vendor has incorrectly reported a return of an entire receipt of over 17 items which two were exchanged back in January/February. They voided the entire receipt on May 25th.  Due to the time frame that has passed I no longer have the receipt to verify the exchange; however if anyone has been improper it is the vendor Walmart and Ibotta.  I have not abused the system or been fraudulent at all whatsoever. They did reactivate to provide most of the monies in my account; however, I'd like verification and also mediation regarding my account as this is bad business practice and slanderous to say it's only one parties fault and there is no resolution.  
Sincerely,
[redacted]

Hello, Thank you for the concern regarding your account. We have reviewed your inquiries. The user was educated that Ibotta receives transaction logs from the loyalty retailers. In some instances, these logs may be incomplete on the behalf of the retailer. We ask that users write us for...

any missed credits and we will be happy to review their receipt. Unfortunately, Ibotta cannot force our partners to update or change their system but we are working with them to provide a more seamless process. We would be happy to review any missed credits. Please email our Support Team with pictures of your receipt and the missing rebates and we can assist you. Ibotta does not have a support telephone line and do all of our support via email. We were unable to find any correspondence that stated otherwise or that we would call this user to discuss their account. We were able to find two emails from this user's main account email in which both inquiries were addressed. We have created a follow up ticket for the user to assist in changing the phone number on their account. It is our user's responsibility to alert Ibotta when the phone number on their account changes in order to complete phone verification. Once the user establishes a correct number to their account, they will be able to cash out. We truly apologize for the inconvenience that this may have caused. Thank you and our Support Team looks forward to hearing from you.

Hello, Thank you for the concern regarding your account. We have completed a review of your account and as a one-time courtesy, we have reactivated your account (completed on 11/15/17) for use with the understanding that future behavior that violates our Terms of Use may result in a...

permanent suspension of your account.We verified that multiple items were selected for rebate credit, but the items were not present on the receipt. Per Ibotta's terms of use, Section 10.2, users may not redeem, or attempt to redeem, Ibotta Offers for products that have not actually been purchased.We verified that you have submitted the same receipt for rebates that have already received credit. You will only receive credit for each item once, up to the allotted amount of redemptions per rebate. If the rebate reappears in your gallery, it must be purchased again on another shopping trip.Please review our Terms of Use to avoid suspension in the future. They can be viewed here: https://ibotta.com/docs/termsIf you have any questions or concerns please let us know. Have a great day!

Hi there,Thank you for bringing this to our attention. We apologize for the inconvenience. As stated previously through our previous emails with this user, we have completed a review of their account and have chosen to reactivate. Our automated system reviews accounts for certain shopping behaviors...

and patterns. After our review, this user's unique situation has been noted and ideally you will have no issues with their account in the future.For your reference, here is a copy of our Terms of Use: https://ibotta.com/docs/terms.Again, we apologize for any inconvenience. We simply have a system put in place to review our high earners, which is always completed in a timely manner.If the user has any further questions, please have them contact [redacted]. Thank you and have a great day!