LevelUp

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 was in no way confused. I removed the auto reload feature as soon as I realized that I wasn't credited the $5 promised in the sign up. I contacted level up about it and they credited me the $5. I've attached a screenshot of that. Given that glitch I didn't trust my bank account to be automatically debited. I don't think the account funding is inconvenient. It would be very convenient if the software didn't have glitches. I still stand by my claim that my account was charged without my permission and I feel because of that Level Up is liable for the overdraft charges.
 
Regards,
[redacted]

We're sorry to read [redacted]'s rejection of LevelUp's response to his complaint. The issues listed in his rejection are not representative of the status of his account, which was restored with all $153 in available credit. LevelUp's Support Team has encouraged [redacted] numerous times to send screen shots or other examples of his concerns so that we may investigate the matter further, but he has not done so. Of course, we're more than happy to help however possible if [redacted] continues to experience any issue with the services. Our Support Team can be reached 24/7. [redacted]'s other account was a violation of LevelUp's Terms of Service (available here: [redacted]). As such, the account received on-boarding and other rewards to which only net-new users were eligible. LevelUp cannot restore or transfer misappropriated credit. Additionally, LevelUp's previous response erroneously listed [redacted]'s on-boarding reward as $5, while it was actually $3. We sincerely apologize for the error.

We were sorry to read [redacted]’s response to our initial communication regarding his billing inquiry. For further clarification, I’ve attached a screenshot of the welcome screen and onboarding process for the Boloco mobile application. The screen displays the text “powered by LevelUp” next to a large exclamation point icon. Additionally, there is a hyperlink that sends a User directly to LevelUp’s Terms of Service. This 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 4 of the User Terms of Service, titled “Authorization of Payments on the LevelUp Platform” includes a lengthy paragraph on LevelUp’s process of transaction grouping. In this paragraph, the user agrees to be charged for amounts on his account over a period of “up to thirty-one (31 days).” Additionally, I’ve attached an example of the email receipt that is sent following every Boloco app transaction. In 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 month. Stay tuned![redacted] received this message after each of his purchases at Boloco. As [redacted] stated, there were no unauthorized charges on his account. We 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 is a technology company that supports mobile applications (“apps”) for nearly 200 restaurant chains throughout the United States. 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 a mischarge at a [redacted] (“[redacted]”) location in Illinois. Traditionally, users who are mischarged at the point of sale are refunded and recharged in real-time by the partner restaurant (in this case, [redacted]). Unfortunately, the particular issue in [redacted]’s case was that a credit on her account was not applied at checkout.  At no point was [redacted] fraudulently charged, or did she experience an unauthorized activity. However, had the credit been properly applied, [redacted] would have experienced a lower bill. [redacted] brought our attention to a bug in the platform about which our support team was unaware. Our support team followed internal protocol to investigate the matter before replying to the user. This caused a delay in handling the issue appropriately, and LevelUp sincerely apologizes for the lag. The bug is now being rectified and will not cause any other problems for users. [redacted] has been given a $5 credit for the inconvenience. LevelUp hopes to see [redacted] continue to be a valued user of the platform. Tell us why here...

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 #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

LevelUp is a technology company that supports mobile applications (“apps”) for nearly 200 restaurant chains throughout the United States. 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 refer-a-friend (“RaF”) credit from [redacted]. The RaF program at [redacted] is a “Get $5” promotion. Application users who sent referral hyperlinks to friends who then downloaded the [redacted] mobile application via the link received $5 in credit for each successful referral.  All RaF credits are listed in the user’s app, with expiration dates highlighted in red (see attached Image A for screen shot).Additionally, upon account creation, all app users opt into LevelUp’s standard User Terms and Conditions (available here: [redacted]). Section 2.4 requires all app users to have only one account. After our Support Team investigated [redacted]’s transaction history, it became clear he’s used multiple LevelUp accounts in the past and violated LevelUp’s User Terms and Conditions. As such, and in accordance with company policy, [redacted]’s account was paused by our Support team, and his credit was terminated. While [redacted] did violate LevelUp’s Terms of Service, after further evaluation, it’s clear the secondary account was cnot created maliciously, and our Support team was presumptuous to pause his account and terminate his credit. As [redacted] has been a valued LevelUp user in the past, we’ve reactivated his primary account (while keeping the remaining accounts deactivated), and reinstated his non-expired $153 in campaign credit. We apologize to [redacted] for the inconvenience, and hope to see him continue to use the LevelUp platform in the future.