LevelUp

We were sorry to hear that [redacted] was upset with LevelUp in connection with a billing issueAs she points out, there were no unauthorized charges to her account [redacted] was confused by LevelUp’s reload feature available to Users who opt into the practice [redacted] registered for the [redacted] * [redacted] app on September 20, 2015, linked her debit card and opted into the reload feature that was coupled with a $bonus rewardAt that time, [redacted] also agreed to LevelUp’s User Terms (available at www.thelevelup.com/terms) that contains terms and conditions associated with the reload feature (Sec4)In this instance, [redacted] authorized LevelUp to reload her account balance with $once her balance fell below $On April 25, 2016, [redacted] ’s account fell below $and $was automatically credited from her debit accountUnfortunately, this caused an overdraft to her bank accountLevelUp credited the $back to [redacted] ’s debit card at her request after the reloadWe understand if [redacted] feels this method of account funding is inconvenient, and we are sorry to see her leave the platform

We were sorry to hear that [redacted] was upset with potentially unauthorized charges on his LevelUp accountLevelUp notifies Users of account purchases via email in real time in accordance with applicable regulationAfter every use of his account, [redacted] received an email confirming a charge was completed [redacted] first notified LevelUp of erroneous charges on his account on May 5, 2017, which is almost sixty days after the first incident occurred on March 10, Further, [redacted] told LevelUp’s support team that he continued to use other LevelUp applications during this period of “fraudulent activity.” As such, [redacted] was able to review his “accurate” charges and the allegedly erroneous charges in emails sent to the same address for almost two months before noticing the issue***’s report was the first incidence of this ever occurring on the LevelUp platform While it’s true LevelUp lists a two day fraud notification policy in its User Terms and Conditions, we certainly make exceptions in the event of fraudulent activity***’s report to our support team was quite unusual, and our analysts struggled to understand how the events could have transpired as described by ***This caused an unfortunate delay in addressing the issue [redacted] has been a LevelUp user for years, and we value his continued use of the LevelUp mobile applicationsAs such, LevelUp’s support team refunded ***’s contested charges on June 6, 2017, totaling $We hope to see ***’s continue to utilize Levelup mobile applications

We were sorry to read [redacted] ’s response to our initial communication regarding his billing inquiryFor further clarification, I’ve attached a screenshot of the welcome screen and onboarding process for the Boloco mobile applicationThe screen displays the text “powered by LevelUp” next to a large exclamation point iconAdditionally, there is a hyperlink that sends a User directly to LevelUp’s Terms of ServiceThis is an explicit directive that requires a user to agree to the Terms prior to creating an account and/or logging into his account.Section of the User Terms of Service, titled “Authorization of Payments on the LevelUp Platform” includes a lengthy paragraph on LevelUp’s process of transaction groupingIn this paragraph, the user agrees to be charged for amounts on his account over a period of “up to thirty-one (days).” Additionally, I’ve attached an example of the email receipt that is sent following every Boloco app transactionIn addition to the actual amount of the items ordered, the email includes the following message:Pro-TipMonthly Statements: After you've been paying with Boloco for a while, you'll start getting monthly statements that group all your transactions for a given monthStay tuned! [redacted] received this message after each of his purchases at BolocoAs [redacted] stated, there were no unauthorized charges on his accountWe were sorry to hear of his confusion, and we encourage [redacted] to contact our Support team if he needs any additional clarification or help!

LevelUp credited [redacted] 's account on Monday, September Attached is the email sent from LevelUp's Support Team confirming the $credit applied to [redacted] 's accountThe credit can be used at both [redacted] and LevelUp partner locations [redacted] did not respond to this email from LevelUp, so it is possible she's unaware the credit is on her accountIf she's having trouble accessing the credit, LevelUp encourages her to notify its Support Team, referencing the account historyAgain, LevelUp apologizes for the inconvenience this has caused

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below I did not receive the credit to my account I have included a screenshot for reference Regardless, the $credit will not change the fact that I did not place an order for $nor $after a discount I placed the order for the Honey Smacks shake only, and the application showed a total of after the coupon had been applied I did not receive an order that should've totaled $nor $in the least; The only item I received was the Honey Smacks shake I can contact the local store and ask them to verify this order's information for you and/or your company Thank you [If you are rejecting the business's response please enter your rejection comments here.] Regards, [redacted] ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
Business does NOT make it clear what they do when they "Group transactions together" the practice of processing them individually the first month then grouping after that with No noticeContrary to what the business claims I never got an email saying it would happenis very bad business practiceWhen you sign up with the Boloco app there is ZERO mentions of grouping transactions together till two months later your are hit with an unexpected charge on your account, no statement or anything so how is one to know if the charges are authorized or notThey even admitted during a chat session which was the only time you find out about the grouping process, that they are working on making the charging process more apparentMisleading Business practice, dismissive customer serviceNever returning to the app again, have spoken to friends regarding the practices of the company and they were in the same situation, shocked when they saw random larger charges in their accountAll, including myself have deleted our accounts
Regards,
*** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below. I was not credited to my *** *** account, nor my *** or LevelUp account. I am willing to provide bank statements, and I have included three screenshots from the *** app, with transaction history (which includes the purchase I did not make), and the account balance. Thank you
[If you are rejecting the business's response please enter your rejection comments here.]
Regards,
*** ***

We were sorry to hear *** was upset with a billing issue in connection with his purchase at *** ***Unfortunately, LevelUp experienced a one-time system error that caused an advertised offer at *** *** to not be valid at the time of initial purchaseWhile we credited ***’s account for the $
credit immediately, he was upset that this amount was not retroactively appliedWe apologized for the inconvenience, as it was not policy to refund credited amountsBlll was not satisfied with this resolution, and we’ve since refunded ***’s credit card for the amount of the initial *** *** offerWe’re sorry for the frustration this caused, and we hope to see *** using LevelUp in the future

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I am disappointed that LevelUp still thinks it is an acceptable business policy to not offer refunds for billing errors and hope they will change that policy in the future. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***
Thank you for your prompt attention and really reading my message (it's the same message I sent to customer service but the ignored it and just replied by re-letting me know my account was closed)I did get a message saying my account was restored but its not yet fully soI responded letting them know about this but so far no response (perhaps its the weekend or perhaps my messages to *** just get ignored again)Here are the open items: 1) my *** account *** is active but there is only $credit (not $as per *** email) and there is no expiration listed as mentioned in the response to this complaintI see a something different than the screenshot that was providedOnly an amount and no red expirationPerhaps this is why I wasn't getting a warning before and had no idea when it expires as I tried to explain before my account was abruptly shut downI also lost some credit due to this not working right (it doesn't list the expiration date and the email reminders don't workI tried to explain this to *** but instead of helping me the app problems, he shut down my accountNot only was I trying to fix the app but I was also trying to help LevelUp by reporting bugs in the app.2) your response to my complaint said the refer a friend program gives $per referralI only received $eachCould you please add $for each referral since my credit amounts were incorrect. 3) I still cannot get into my LevelUp app to use with other restaurants and where I have my rewards stored and all transaction historyIf you want to transfer everything to *** that's fine with meOr I can use gmail with *** and yahoo on LevelUpI just don't want to lose all my rewards and history. 4) I was planning on using up a lot/all of credit last week as I'm going away for the holidays next week and now I have no idea how much is going to expire and whenI won't be able to use any credit in the 3-weeks because I'm going on vacation and days off from work (there won't be a *** location nearby - it's only near work)Please extend my credit by at least month to allow time to use itIf my account was live this week I would have used it all.I really appreciate your help with this and I wish we didn't have to spend all this time trying to correct things
Regards,
*** ***

We were sorry to hear that *** was upset with LevelUp in connection with a billing issueAs he points out, there were no unauthorized charges to his account*** was confused by LevelUp’s practice of grouping individual user transactions into a single recurring charge to his credit card
each monthThis feature of LevelUp is explained in detail in LevelUp’s standard terms (which *** opted into prior to registering his account), in an email sent to *** prior to LevelUp beginning to group his transactions, and in his communications with our Support team LevelUp groups transactions in an effort to save businesses money by reducing their transaction feesTypically those businesses pass the savings back to consumers in the form of rewardsWe understand if *** feels this method of billing is inconvenient, and we are sorry to see him leave the platformTell us why here

LevelUp is sorry to see *** rejected its initial response to the Revdex.comLevelUp already credited *** in an amount greater than the originally disputed total, and more than she requested in her initial complaint to the Revdex.comThe issue *** experienced was not a fraudulent charge, and at no point was her account compromised in any way. The bug referenced in LevelUp's previous response is actively being remedied so it will not reoccur for *** or other users. We apologize for the inconvenience to ***, and we hope to see her using the platform in the future

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
While I do not wish to extend this any further, it continues to be disappointing to read how levelup failed to recognize the poor customer service that I received and that the manner in which they alerted customers of this change was inadequateAgain, I hope they resolve these issues moving forward as all I can do is not use their service and warn others to do the same.
Regards,
*** ***

We were sorry to hear that *** was upset with LevelUp in connection with a billing issue, and surprised to hear her account of her communications with LevelUpLevelUp prides itself on the skill of its Support team ([email protected])As she points out, there were no unauthorized charges to
her accountRather, *** was confused by LevelUp removing the practice of grouping individual user transactions into a single recurring charge each month*** was notified on May 3, that LevelUp was transitioning to automatic billing due to significant user feedback, and that the oustanding balance on her account would be closed on May As she points out to the Revdex.com, and as she reported to LevelUp Support, *** received the email notification and simply failed to read it*** spoke to numerous employees at LevelUp who apologized for her frustration, and explained why she experienced the early charge since she did not read the notification sent days earlierAdditionally, they pointed her to the User Terms and Conditions (www.thelevelup.com/terms) for additional explanationAt her request, we cancelled her accountWe understand if *** feels automatic billing is inconvenient, and we are sorry to see her leave the platform

LevelUp credited [redacted]'s account on Monday, September 25. Attached is the email sent from LevelUp's Support Team confirming the $5 credit applied to [redacted]'s account. The credit can be used at both [redacted] and LevelUp partner locations. [redacted] did not respond to this email from LevelUp, so it is possible she's unaware the credit is on her account. If she's having trouble accessing the credit, LevelUp encourages her to notify its Support Team, referencing the account history. Again, LevelUp apologizes for the inconvenience this has caused.

We were sorry to hear that [redacted] was upset with LevelUp in connection with a billing issue. As she points out, there were no unauthorized charges to her account. [redacted] was confused by LevelUp’s reload feature available to Users who opt into the practice. [redacted] registered for the [redacted]...

[redacted] app on September 20, 2015, linked her debit card and opted into the reload feature that was coupled with a $5 bonus reward. At that time, [redacted] also agreed to LevelUp’s User Terms (available at www.thelevelup.com/terms) that contains terms and conditions associated with the reload feature (Sec. 4). In this instance, [redacted] authorized LevelUp to reload her account balance with $50 once her balance fell below $10. On April 25, 2016, [redacted]’s account fell below $10 and $50 was automatically credited from her debit account. Unfortunately, this caused an overdraft to her bank account. LevelUp credited the $50 back to [redacted]’s debit card at her request after the reload. We understand if [redacted] feels this method of account funding is inconvenient, and we are sorry to see her leave the platform.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
I did not receive the credit to my account.  I have included a screenshot for reference.  Regardless, the $5 credit will not change the fact that I did not place an order for $7.06 nor $4.07 after a discount.  I placed the order for the Honey Smacks shake only, and the application showed a total of .86 after the coupon had been applied.  I did not receive an order that should've totaled $4.07 nor $6.07 in the least; The only item I received was the Honey Smacks shake.  I can contact the local store and ask them to verify this order's information for you and/or your company.  Thank you.  [If you are rejecting the business's response please enter your rejection comments here.]
Regards,
[redacted]

We were sorry to hear that [redacted] was upset with potentially unauthorized charges on his LevelUp account. LevelUp notifies Users of account purchases via email in real time in accordance with applicable regulation. After every use of his account, [redacted] received an email confirming a charge was...

completed. [redacted] first notified LevelUp of erroneous charges on his account on May 5, 2017, which is almost sixty days after the first incident occurred on March 10, 2017. Further, [redacted] told LevelUp’s support team that he continued to use other LevelUp applications during this period of “fraudulent activity.” As such, [redacted] was able to review his “accurate” charges and the allegedly erroneous charges in emails sent to the same address for almost two months before noticing the issue. [redacted]’s report was the first incidence of this ever occurring on the LevelUp platform.  While it’s true LevelUp lists a two day fraud notification policy in its User Terms and Conditions, we certainly make exceptions in the event of fraudulent activity. [redacted]’s report to our support team was quite unusual, and our analysts struggled to understand how the events could have transpired as described by [redacted]. This caused an unfortunate delay in addressing the issue. [redacted] has been a LevelUp user for years, and we value his continued use of the LevelUp mobile applications. As such, LevelUp’s support team refunded [redacted]’s contested charges on June 6, 2017, totaling $261.45. We hope to see [redacted]’s continue to utilize Levelup mobile applications.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.  I did not place an order for $4.07, yet that is what I was charged.
[If you are rejecting the business's response please enter your rejection comments here.]
Regards,
[redacted]

LevelUp is a technology company that supports mobile applications (“apps”) for nearly 200 restaurant chains throughout the United States, including [redacted]’s Coffee. LevelUp’s apps enable a user to pay at the counter and earn rewards by scanning a QR code displayed within the app. LevelUp...

facilitates charges to a user credit card stored securely by LevelUp.LevelUp is sorry to hear about [redacted]’s experience with lost loyalty program progression at a [redacted]’s Coffee in New York. The loyalty program at [redacted]’s Coffee is a “Spend $50, Get $5” promotion, and [redacted] had spent approximately $43 toward the $50 goal. Unfortunately, the inputting error by the [redacted]’s Coffee employee caused the loyalty progression to be erased, and [redacted]’s account was erroneously updated to “$0” in progress. [redacted] reported the issue to LevelUp, which credited his account with $5 (as if [redacted] had reached the $50 threshold for the reward), as well as an additional $5 credit for the inconvenience of LevelUp’s delayed response. LevelUp hopes to see [redacted] continue to be a valued user of the platform.