Mobisave

We are sorry that [redacted] continues to have difficulty. Some confusion may exist regarding the selection process on our app. The agreement with manufacturers that promote their products on MobiSave specifies that rebate offers must be selected prior to purchase (no one likes to reward an action that has already occurred). After selecting the item the member shops at any store. After shopping they take a picture of their receipt. Next the app asks them to select those selected products that are contained on the receipt they are about to submit. Finally, the member presses submit and the app acknowledges a successful submission.In [redacted] earlier complaint her desired settlement was for payment of $.30 for her purchase of Apples. While, in this case her purchase preceded her selecting the offer as detailed in our original response, we did pay her the  desired amount via [redacted] transaction  [redacted]

MobiSave is a fully automated system and only when there is a customer service issue is there human intervention which occurs less than 5% of the time.  The system is a closed loop and unable to collect information from any external source like the [redacted] Price Catcher system. The app is available for Android as well as iPhone and works well on today's most affordable smartphones. While there is no record that we have agreed to pay [redacted] for her clementines we will credit her account $.40. as we have multiple times in the past when our system has rejected her submission. We thank [redacted] for her interest in MobiSave but have elected not to reactivate her membership. As clearly stated in our Terms & Conditions "MobiSave LLC  reserves the right in its sole discretion to restrict your use of the APP, the SITE or the SERVICE without notice for any reason whatsoever. We wish her well.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because: I sent an attachment via [redacted] app which makes the picture clearer for proof. Again the attachments are clear and say clem as the last item for 3.00. That is not a reason to close my account and to not honor the email sent saying I would get the rebate. I would like an apology for being called a fraud and my account reinstated. I should not be penalized because I canr afford a iphone with better pictures. I shop at [redacted] just so I can send them a clear shot using my app which keeps all my receipts in clear pdf format. I want my .40 and my account reinstated. Please and thanks.
[Your Answer Here]
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

MobiSave's response did not mention or even apologize for being lied to repeatedly by their customer service and did not try to explain why management, who I was told my complaint had been forwarded to, never contacted me or tried to resolve the issue. I say they didn't try to resolve the issue because no one ever contacted me from management to try to help or explain anything. It is quite apparent that the customer service staff is not well equipped to handle complaints such as mine where there was an obvious error with the processing of the payment and they just kept saying the same generic script over and over like robots instead of humans who can think and didn't seem to mind that the issue was never being resolved. Even as of the last communication with them it was like they type a script that blames the customer (me) for the error, and this is not good customer service. I still never received the [redacted] rejection notices I asked for several times. Again, not very good customer service.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

MobiSave did make the deposit into my account, finally, but they never tried to resolve the complaint itself. They just kept deferring it to [redacted]. They constantly lied about things, like I already said they told me they sent it to management but nobody ever contacted me from management and I sent numerous requests for updates over more than 3 weeks which went unanswered regarding hearing from management. It seems they don't actually have management those were just empty words. After they deposited my money they deactivated my account saying it was ' per my request' which it wasn't so then when I questioned it they said I had violated policy but refused to explain what I did "wrong" so now I'll file another complaint about that since it seems if you complain that's their answer, to block your account. Horrible customer service.

I have selected the offers ahead of time before buying.  I have read all their rules and still having trouble with them..  they advertise and then do not follow through with their rules.  so many others online have wrote and complained the same thing.  They need to revamp their software to make it more user friendly. As for the buying apples, I have bought apples, several times and I bought the apples this time after the offer was activated, so it was perfectly legitimate claim...   Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]
[redacted]   Yes after a lot of...

fighting for it, they finally paid the rebate.    Thanks [redacted]

Started out as one of the best rebate apps available, but quickly became the most obsolete. Offers are now only for items that have a MobiSave sticker on them. In my area these are totally a mystery. I've searched the limited stores in my town and at a few in a near-by city, yet not one Mobi sticker was located. I asked a few managers if they noticed these stickers on a few items on the app. Not one person even knew what I was talking about. I've repeated this exploration of the mysterious sticker which clearly is either hibernating or has never made an appearance in my area. I've asked Mobisave to delete my account and clearly have been ignored as I can still log in. Mobisave please delete my account and my private information as I've asked. It no longer for rent.

Review: I put the offers that I want to redeem in my cart before I go shopping and almost every time they empty and or delete the offer before I can redeem it. I have contacted them twice about this problem even though it has happened many more times than that. The first time they fixed it. The second time they refused without sympathy. I have missed out on many rebates.Desired Settlement: I am asking that they add $5.00 to my current balance for all the past rebates I have missed out on which is a modest estimate. I also ask that they they then send the $10.70 to my paypal account even though it is below the minimum balance so that I can stop working with this deceitful company and delete their app.

Business

Response:

We are sorry that [redacted] is unhappy with our service. Our customer service log shows that she has contacted us on two occasions to report that her saved offers had been removed from her app before she could submit her receipt and collect her rebate. Her first inquiry came at a time when we had a bug that was effecting offer retention in the app and we were quick to compensate her for the lost rebate. That bug has since been resolved. In this instance we believe that [redacted] failed to submit her receipt before midnight on Sunday March **. Our instructions clearly state that offers must be redeemed prior to midnight Sunday local time when they expire. That is why her subsequent request for payment was not honored. As a sign of good faith we will compensate [redacted] the $5 that she has requested but advise that in future she will need to submit prior to the offer expiration in order to receive compensation.

Review: I first used MobiSave on September **, 2015. Immediately I received a generic email that said there was a problem with my [redacted] account. I replied to the email saying that there was nothing wrong with my [redacted] account. I use [redacted] quite frequently and the email was saying my account was inactive or frozen, which was untrue. MobiSave eventually replied back that I should make sure my email address was the same for both sites, which I replied that it was. This went back and forth for quite some time with MobiSave telling me it wasn't their problem and [redacted] continuously saying there was nothing wrong with my account. I spoke to numerous different people at [redacted] and all confirmed nothing was wrong, in fact, it appeared that MobiSave had never even attempted to deposit money in my account. MobiSave has a policy that you only have 30 days to get paid, yet they would take weeks to reply. On Oct * Juliet from MobiSave told me that the matter was being escalated to management and that there should be a resolution fairly quickly. 21 days later after multiple emails from me asking when I would get a response or hear something from management I finally got a reply that they were going to pay me $9.50 and they were fine paying that amount due to the inconvenience. This was from Juliet once again. However, the payments were still not going through to [redacted] and on November * MobiSave stopped communicating with me. In January I used MobiSave again and again immediately got the same generic emails saying my [redacted] account was frozen or inactive, which wasn't true. I told MobiSave that [redacted] said to call them and that way they could verify their account with [redacted] to make sure it wasn't something wrong on their end and they refused to do so, telling me that I was lied to by [redacted] about that. I have asked several times for the rejection notices to be sent to me as the one for the $9.50 payment was but they have so far refused to do so. They have also refused to resend payments once the MobiSave/[redacted] account confusion was cleared up and new payments started to go through, even though they have responded to my emails saying that payments are reattempted every 3-5 days, which is not true because I was told that on January ** and here it is February * and not one of the original payments has went through yet. MobiSave has on staff one person (Stacy) who doesn't even know how to read an email. I forwarded her an email from Juliet about the $9.50 payment and she just keeps saying all she sees is what's in the attachment which is the only rejection notice they sent me, and that she can't see the conversation between me and Juliet. She can't even read an email but she's customer service??? Horrible!! The fact that no one on the staff seems to know what they are doing is pathetic. I was told my complaint was forwarded to management but NO ONE from management EVER contacted me nor was I told of any kind of resolution other than the payment of $9.50 for my troubles (an error on the part of MobiSave as the result of an over-calculation by Juliet, who said they were fine with paying the overage for my inconvenience). This company may be a good company if you never have to deal with them, but from someone like myself who has had many, many dealings with them since September-- they are horrible. It appears they just do not know what they are doing, nor do they seem to care when things go wrong. At present, it seems they are withholding payments so that they can run out the time in which they pay them so they don't have to pay it.Desired Settlement: I want all my outstanding payments to be reprocessed. Now that the MobiSave/[redacted] issue has been fixed and payments will go through, there is no reason for them to not send them through. It just appears like they are waiting for time to run out so they don't have to pay them. My Payment amounts outstanding are $9.50, .30, .30, and .50. I can't submit the Submission ID's because apparently Revdex.com thinks they are social security numbers (I tried). I also want the copies of the rejection notices sent to me on the last 3 submission ID's like I had requested numerous times in an effort to get the problem resolved.

Business

Response:

We are very sorry for the trouble that [redacted] experienced attempting to collect her earned rebate. We were able to successfully credit her [redacted] account earlier this morning (see attached confirmation). Our system is dependent upon [redacted] to pay our members. It allows us to pay almost instantly which is one of the primary attractions of the MobiSave system. We make hundreds of thousands of [redacted] payments each month. Very occasionally there is a problem with our member's [redacted] set up which may be a system error or a human error. MobiSave is unable to investigate these problems because it is a private issue between [redacted] and the user but usually these problems are easily resolved. Unfortunately [redacted] seems to have been caught in the middle. We regret that we could not do more to assist her but our system only provides [redacted] an email address (provide to us by the member at time of registration) and instructions to pay a specified amount. Contrary to [redacted] opinion, we do care very much when things go wrong and make every effort to address every complaint. Because we earn nothing until our member is paid their rebate their is absolutely no benefit to withholding payment as is alleged.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

MobiSave's response did not mention or even apologize for being lied to repeatedly by their customer service and did not try to explain why management, who I was told my complaint had been forwarded to, never contacted me or tried to resolve the issue. I say they didn't try to resolve the issue because no one ever contacted me from management to try to help or explain anything. It is quite apparent that the customer service staff is not well equipped to handle complaints such as mine where there was an obvious error with the processing of the payment and they just kept saying the same generic script over and over like robots instead of humans who can think and didn't seem to mind that the issue was never being resolved. Even as of the last communication with them it was like they type a script that blames the customer (me) for the error, and this is not good customer service. I still never received the [redacted] rejection notices I asked for several times. Again, not very good customer service.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

MobiSave did make the deposit into my account, finally, but they never tried to resolve the complaint itself. They just kept deferring it to [redacted]. They constantly lied about things, like I already said they told me they sent it to management but nobody ever contacted me from management and I sent numerous requests for updates over more than 3 weeks which went unanswered regarding hearing from management. It seems they don't actually have management those were just empty words. After they deposited my money they deactivated my account saying it was ' per my request' which it wasn't so then when I questioned it they said I had violated policy but refused to explain what I did "wrong" so now I'll file another complaint about that since it seems if you complain that's their answer, to block your account. Horrible customer service.

Review: I bought some cutie clementines from [redacted] and submitted mt receipt for mt forty cent rebate. I sent them numerous copies of the receipt the barcode and a direct jpeg from [redacted]s app proving I made the purchase and my account was closed after I receieved an email saying I would be paid for fraud. I have the original receipt the fruit and no response. I want the forty cents my account reinstated and an apology for calling me a crook.Desired Settlement: .40 an apology and my account reinstated.

Business

Response:

The MobiSave system is easy to use if the consumer follows our simple instructions. Over 200,000 members use it regularly to save money on their grocery shopping, Members select from a group of offers contained on our mobile app, purchase the products from their favorite store and then use the MobiSave app to submit photographic evidence that they have purchased the product. Without a clear image we are unable to confirm the purchase and are unable to bill our clients for a successful transaction. [redacted] has had repeated difficulty providing us with the clear evidence of performance that we require. Please see the three images attached that were supplied as evidence of her clementine purchase. If the human eye is unable to decipher the image our systems can do no better and we have no choice but to reject the submission. We have awarded [redacted] for unacceptable images in the past and attempted to help her take better snaps but she remains unable to provide a clear image and we have deactivated her account.We never accused [redacted] of being a "crook". We work hard to ensure that our clients, including Time Inc., Clorox, Kraft, Pepsi and others pay for only valid submissions by employing many controls to detect non compliance. We do find instances where consumers attempt to game the system for ill begotten gains and they too are deactivated to protect against further deviant submissions. The message that we have been sending to those members is the same that members who are unable to submit an acceptable image receive and it does reference "fraudulent behavior". Based on this complaint we have revised our messaging to differentiated between those members that attempt to defraud the system and those that, over time, are unable to comply with our system requirements.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because: I sent an attachment via [redacted] app which makes the picture clearer for proof. Again the attachments are clear and say clem as the last item for 3.00. That is not a reason to close my account and to not honor the email sent saying I would get the rebate. I would like an apology for being called a fraud and my account reinstated. I should not be penalized because I canr afford a iphone with better pictures. I shop at [redacted] just so I can send them a clear shot using my app which keeps all my receipts in clear pdf format. I want my .40 and my account reinstated. Please and thanks.

[Your Answer Here]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

MobiSave is a fully automated system and only when there is a customer service issue is there human intervention which occurs less than 5% of the time. The system is a closed loop and unable to collect information from any external source like the [redacted] Price Catcher system. The app is available for Android as well as iPhone and works well on today's most affordable smartphones. While there is no record that we have agreed to pay [redacted] for her clementines we will credit her account $.40. as we have multiple times in the past when our system has rejected her submission. We thank [redacted] for her interest in MobiSave but have elected not to reactivate her membership. As clearly stated in our Terms & Conditions "MobiSave LLC reserves the right in its sole discretion to restrict your use of the APP, the SITE or the SERVICE without notice for any reason whatsoever. We wish her well.

Review: I have "activated" the offers, bought the qualified items and submitted receipts. Only to get an ineligible email back from mobisave.. they wrote me and claim they were having software issues and to resubmit which I did and still I get the ineligible. just yesterday I bought an item I knew I had activated the day or so before. The box was filled in showing I had activated it. Yet after I bought and submitted receipt it still comes back ineligible.

There is no place in their Terms of Service that explain, how long the offer is valid. Sometimes the offers box gets unshaded, which I assume means unactivated.. then I click on it and shade it back in to reactivate it.

There is no way to contact these people except through email.. I have emailed asking how long offers are valid and stay valid once you check them.. they do not answer my questions, they just say read the FAQ section and the HOW TO section, which I have and is still doesn't explain.Desired Settlement: I would like all the offers I submitted to be accepted if they are valid, which they were.

This place is so inconsistent.. do not advertise to pay someone and then not. i'm following the terms of service.

Business

Response:

We are sorry that [redacted] has experienced difficulty claiming her MobiSave rebate. I immediately forwarded the case to our customer service department. Our system shows that [redacted] selected our rebate offer for $.30 off any purchase of apples on 02/**/16 at 07:40 and submitted a receipt for the purchase of apples from Walmart at 07:44 the same day. The reason that her submission was rejected was because the apples were purchased on 01/**/15 at 14:08. Our FAQ section clearly specifies in the first paragraph that “offers must be selected before you check out” As to the question regarding how long offers are valid our FAQ’s state that member shopping carts are emptied of all saved items every Monday at 12:00 AM local time and new offers appear. These offers are valid until the next Monday when we again empty the cart and post the coming weeks offers.We have credited [redacted]’s account for the amount in question and thank her for her continued interest in MobiSave.

Consumer

Response:

I have selected the offers ahead of time before buying. I have read all their rules and still having trouble with them.. they advertise and then do not follow through with their rules. so many others online have wrote and complained the same thing. They need to revamp their software to make it more user friendly. As for the buying apples, I have bought apples, several times and I bought the apples this time after the offer was activated, so it was perfectly legitimate claim...

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

We are sorry that [redacted] continues to have difficulty. Some confusion may exist regarding the selection process on our app. The agreement with manufacturers that promote their products on MobiSave specifies that rebate offers must be selected prior to purchase (no one likes to reward an action that has already occurred). After selecting the item the member shops at any store. After shopping they take a picture of their receipt. Next the app asks them to select those selected products that are contained on the receipt they are about to submit. Finally, the member presses submit and the app acknowledges a successful submission.In [redacted] earlier complaint her desired settlement was for payment of $.30 for her purchase of Apples. While, in this case her purchase preceded her selecting the offer as detailed in our original response, we did pay her the desired amount via [redacted] transaction [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

You activate offers, buy the stuff. then submit to find out, the offer is deactivated... then you reactivate and they tell you, you haven't activated it and they will not honor it. I have read the rules and wrote them many times but they still are not honoring some of the requests like they should.. I have followed the ""said rules" There site is difficult to understand, they need to make it more user friendly.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: Mobisave is an iphone shopping rebate app. Consumers are required to select items from a master list and place them into their shopping cart for redemption PRIOR to purchasing the items. My issue concerns the way this is handled by the response team.Firstly, this app has MANY bugs/glitches one of which is the fact that even AFTER items are placed into the cart, they tend to just DISAPPEAR at random! So at the beginning of my shopping trip, I select the offers that I will be redeeming...an hour later I check out and purchase my items-- only to discover that the items have been REMOVED FROM THE CART! after which there is an abyss that the removed items falls into, making it unavailable for re-selection. Once it DOES reappear and the redemption is submitted-- Mobisave rejects the submission on the grounds that cart items must be selected PRIOR TO PURCHASE!! it is a loop that I've found myself in on SEVERAL occasions. Additionally their site claims to pay several times per day and this is absolutely NOT the case. These statements are misleading and these are unfair practices.This may seem trivial, but I've encountered this NUMEROUS times but being denied my $6.50 in rebates from my Submission No.[redacted] as well as #[redacted] prompted me to seek fair resolution from your office.Desired Settlement: I would like the credit to my account and the bugs fixed that continuously create this problem

Business

Response:

Thank you for writing to us. I very much appreciate the opportunity to respond to your letter and hope that this response will address and satisfy your concerns.As described in the complaint MobiSave is a free to use smartphone enabled coupon system that allows leading packaged goods manufacturers to provide consumers with money saving offers. We serve both the manufacturers by responsibly delivering these offers to consumers and consumers by providing a free and easy way to select and redeem these offers. Offers are typically "save $1.00 off any XXXXX 16oz size or larger". The system is relatively simple. Members select from a list of product specific rebates, shop at the store of their choice and then use the MobiSave app to capture an image of their receipt, indicate which selected items appear on the receipt and then submit it to us . Our system receives their submission, checks to make sure that the item was selected before purchase and that the item purchased was eligible to receive the rebate. Once validated the rebate is submitted to [redacted] for payment into the member's account within hours.We are a young company and while we have had over 100,000 people sign up for our service, we have only been operating since mid-February. We continue to make improvements to our systems and many of these improvements are a direct result of user experiences. As with any new technology we have experienced some glitches as [redacted] describes. We currently have three customer service reps resolving any difficulties that our members may experience. They also protect our manufacturer's interest by ensuring that the items purchased comply with the terms of the offer.We have paid [redacted] the amount that she claimed was owed her even after our audit found that one of her submissions was not in compliance with the terms of the offer which was $1.00 off Chips Ahoy Cookies from Nabisco 9.5 oz package our larger. [redacted] purchased Go Mini Chips Ahoy 3.5oz serving for which she paid $1.19. Our ability to grow our business and provide great savings for our members is directly dependent on our ability to comply with the terms of our manufacturer agreements. For our mutual protection we reserve the right to revoke membership of any member that displays non-compliant behavior. Our business model is absolutely transparent and we are able to provide manufacturers a clear audit trail of when an offer was selected, when and where it was purchased complete with photographic evidence of purchase and [redacted] confirmation of payment to the associated email address.Thank you again for providing us an opportunity to respond. I am available to discuss this further at the phone number or email address provided.