Initial Business Response /* (1000, 5, 2014/04/10) */
Case number: XXXXXXXX
Consumer: [redacted]
We are in receipt of the Revdex.com complaint filed by Mr. [redacted] regarding MyPoints alleged failure to award him a Point redemption voucher.
According to our records,...
Mr. [redacted] opened his MyPoints account on November 9, 2000 and has earned a total of 13,040 Points with 6,800 Points redeemed and 6,240 Points currently available for redemption. Our records do not indicate that Mr. [redacted] has made any redemption orders in the last six months nor do his emails to the MyPoints Customer Care team provide any specifics or receipts confirming his attempt to place a redemption order.
Therefore, without any further information, we are unable to provide any voucher or gift card to Mr. [redacted] at this time. If he can send me a copy of an order confirmation or receipt and the dates he attempted to redeem his Points, I would be happy to look into this matter further. Should your office or Mr. [redacted] have any questions, please feel free to contact me at [redacted].
Sincerely,
[redacted]
MyPoints.com, Inc.
www.[redacted]
Initial Business Response /* (1000, 8, 2016/01/04) */
Thank you Ms. [redacted] for being a valued MyPoints member. MyPoints has recently implemented new security measures (such as date of birth verification in the redemption process) to protect your information and Points. The MyPoints Terms...
of Service (which you agreed to during the registration process) requires all members to submit and maintain correct and accurate profile information, including date of birth. Unfortunately, you entered a date of birth on the website that did not match the date of birth you submitted during registration, and which is stored in the member profile. When that happens, the redemption process is frozen to protect your account from fraud or unauthorized access.
The MyPoints customer service team has reached out to you several times (on 11/29/15, 12/16/15 and 12/18/15) to assist Ms. [redacted] in verifying her account and updating her date of birth on record. As of today, we have not received a response from the member and have been unable to resolve the account issue.
Ms. [redacted], please respond to our customer service requests as soon as possible for assistance in resolving your account issues.
Thank you for participating in the MyPoints program.
Initial Business Response /* (1000, 5, 2014/06/18) */
We are in receipt of the Revdex.com Complaint filed by Ms. [redacted] regarding her claim that MyPoints.com, Inc. ("MyPoints") failed to award her MyPoints account with the proper amount of earned points in connection with a...
WWEShop.com purchase.
In researching this case, we can verify from Ms. [redacted] confirmation emails that she has previously provided us that she made her trip purchases through the WWE.com website and not through the WWEShop.com. When we attempted to duplicate Ms. [redacted] experience, we clicked through the MyPoints website to the WWEShop.com site; however we noticed the only way to purchase tickets is to click the tab on the top of the WWEShop.com site which then redirects the user to the WWE.com website. MyPoints commercial relationship is only with WWEShop.com and not WWE.com.
Additionally, when members click on the WWEShop.com offers from the MyPoints website they are presented with a pop up notification that states "Points will only be awarded for purchases made on WWEShop.com. No Points will be awarded for Gift Purchases, tickets, magazines or auction purchases." I have attached a copy of this notification for your review.
MyPoints earns revenue from being credited with member purchases by our partner sites. If a member's actions prevent MyPoints from being credited by either the use of a non-MyPoints coupon/offer or by visiting the partner site by other means than directly through the MyPoints website, we are unable to award the member Points.
This information should successfully resolve Ms. [redacted]' complaint. Should your office have any questions or need additional information, please feel free to contact me at [redacted]@mypointscorp.com.
Sincerely,
[redacted]
Sr. IP & Marketing Compliance Manager
MyPoints.com, Inc.
www.mypoints.com
Initial Consumer Rebuttal /* (3000, 7, 2014/06/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Firstly, I never said I made my purchases through WWE.com; I have always maintained that my purchases were made through WWEShop.com. If you happened to see 'WWE.com' in an e-mail, it was likely an auto-complete induced typo, as it is not a shopping site and there is generally nothing to purchase there.
Secondly, nobody reads anything but the word 'continue' in those pop-ups. If anyone read them, then every one of your customer service representatives would've been able to tell me from the very start that tickets were not a covered sale instead of making me jump through hoops for the past three years; I wouldn't have an e-mail conversation a mile long and we wouldn't be having this conversation.
Thirdly, WWE Travel packages are only available twice a year through WWEShop, and without a VIP invitation, you wouldn't be able to duplicate my shopping experience. Had you called the customer service number provided, the travel package manager would've gladly told you that. I open my invitation and add the package to my WWEShop cart (you must use your invitation to access the exclusive limited pre-sale), open the mypoints link and follow it back to my WWEShop cart in a new window and use it to check out; often sacrificing better seating due to slower processing.
I think at the very least, I should be credited the points for this year since I was told more than once by your representatives that if I followed their specific instructions, which I did, I would be. After all your representatives have put me through, it wouldn't be fair to send me away empty handed.
Final Business Response /* (4000, 9, 2014/07/02) */
Complaint number: XXXXXXXX
Consumer name: [redacted]
We are in receipt of the secondary response from Ms. [redacted] regarding her claim that MyPoints.com, Inc. ("MyPoints") failed to award her MyPoints account with the proper amount of earned points in connection with a WWEShop.com purchase.
As stated in our earlier response, Ms. [redacted] purchased her tickets through the WWE.com website and not our partner, WWEShop.com. Additionally, a disclosure notice was clearly displayed that indicated that Points would not be awarded for ticket purchases.
As such, MyPoints is not able to award any Points to Ms. [redacted] account for this purchase.
Sincerely,
[redacted]
Sr. IP & Marketing Compliance Manager
MyPoints.com, Inc.
www.mypoints.com
Final Consumer Response /* (4200, 11, 2014/07/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
So that's it? You're not even going to acknowledge your fault in this whole ugly mess? Really? No promise of employee education? No apology for your service agents who, even amidst our Revdex.com mediation, are still e-mailing me about how they're 'looking into my situation and will get back to me ASAP...'? Not even so much as the obligatory 'customer satisfaction is our top priority and we will do our best to prevent a similar event from happening again in the future...' spiel? How very unfortunate... a little bit of humility and a genuine apology would've gone a long way.
Initial Business Response /* (1000, 5, 2015/05/29) */
Complaint number: XXXXXXXX
Consumer name: [redacted]
We are in receipt of the Revdex.com Complaint filed by Ms. [redacted] regarding her MyPoints account.
In researching Ms. [redacted]'s complaint we have confirmed that...
someone did access Ms. [redacted]'s MyPoints account and redeemed her points. We also located her correspondence and it appears that there was a miscommunication on our part in resolving her issue, for which we apologize.
We use security precautions to protect the integrity of our members' accounts, however, it is clear from our investigation that whoever accessed her MyPoints account also had knowledge of her personal email login credentials.
It is important to note that in order to redeem points through MyPoints, we only send electronic redemption codes to the email address associated to the member's MyPoints account, because of this we are concerned that her personal email account may have been compromised. Once we became aware of this, her account was immediately frozen.
We contacted Ms. [redacted] via phone and provided her with instructions to change her personal email password. Once this action has been taken, Ms. [redacted] should then contact our Customer Support Team who will assist her with changing her MyPoints account password. Once all passwords [redacted] been updated to secure her account, we will restore the points that were stolen as a one-time customer courtesy as per our Terms of Service, we indicate, in part, "MyPoints is not responsible for lost or stolen rewards once issued to Member".
In order to maintain the security of any account, it is always best practice to never use the same password [redacted] and to periodically update account passwords ** prevent this type of issue from occurring.
I hope this information has successfully resolved Ms. [redacted]'s complaint. Should your office or Ms. [redacted] have any questions or need additional information, please feel free to contact me at [redacted]@mypointscorp.com.
Sincerely,
[redacted]
Sr. IP & Marketing Compliance Manager
www.mypoints.com
Initial Business Response /* (1000, 5, 2014/12/01) */
Complaint number: XXXXXXXX
Consumer name: [redacted]
We are in receipt of the Revdex.com Complaint filed by Mr. [redacted] regarding his claim that he was unable to unsubscribe from MyPoints.com, Inc.'s ("MyPoints")...
emails.
In the footer of all MyPoints emails there is verbiage that states "You've received this email advertisement because you're a member of MyPoints. If you no longer wish to receive email, please click here to unsubscribe. If you wish to close your MyPoints account, visit the My Account page and select "Close Account" Clicking on the unsubscribe link will take the member directly to an Email Subscriptions page on the MyPoints website. This page does not require a member to login or enter a password. However, if the member opts to close their account, a login and password for the My Account section is required for authentication purposes.
According to our records, Mr. [redacted]' MyPoints account was closed on November 22, 2014. He may continue to receive residual email for ten days after his account was closed. Residual emails are emails that were already in the queue in our email delivery system. He should feel free to disregard these emails.
This information should successfully resolve Mr. [redacted]' complaint. Should your office or Mr. [redacted] have any questions or need additional information, please feel free to contact me at [redacted]@mypointscorp.com.
Sincerely,
[redacted]
Sr. IP & Marketing Compliance Manager
www.mypoints.com
Initial Business Response /* (1000, 5, 2014/04/10) */
Case number: XXXXXXXX
Consumer: [redacted]
We are in receipt of the Revdex.com complaint filed by Mr. [redacted] regarding MyPoints alleged failure to award him a Point redemption voucher.
According to our records,...
Mr. [redacted] opened his MyPoints account on November 9, 2000 and has earned a total of 13,040 Points with 6,800 Points redeemed and 6,240 Points currently available for redemption. Our records do not indicate that Mr. [redacted] has made any redemption orders in the last six months nor do his emails to the MyPoints Customer Care team provide any specifics or receipts confirming his attempt to place a redemption order.
Therefore, without any further information, we are unable to provide any voucher or gift card to Mr. [redacted] at this time. If he can send me a copy of an order confirmation or receipt and the dates he attempted to redeem his Points, I would be happy to look into this matter further. Should your office or Mr. [redacted] have any questions, please feel free to contact me at [redacted].
Sincerely,
[redacted]
MyPoints.com, Inc.
www.[redacted]
Initial Business Response /* (1000, 8, 2016/01/04) */
Thank you Ms. [redacted] for being a valued MyPoints member. MyPoints has recently implemented new security measures (such as date of birth verification in the redemption process) to protect your information and Points. The MyPoints Terms...
of Service (which you agreed to during the registration process) requires all members to submit and maintain correct and accurate profile information, including date of birth. Unfortunately, you entered a date of birth on the website that did not match the date of birth you submitted during registration, and which is stored in the member profile. When that happens, the redemption process is frozen to protect your account from fraud or unauthorized access.
The MyPoints customer service team has reached out to you several times (on 11/29/15, 12/16/15 and 12/18/15) to assist Ms. [redacted] in verifying her account and updating her date of birth on record. As of today, we have not received a response from the member and have been unable to resolve the account issue.
Ms. [redacted], please respond to our customer service requests as soon as possible for assistance in resolving your account issues.
Thank you for participating in the MyPoints program.
Initial Business Response /* (1000, 5, 2014/06/18) */
We are in receipt of the Revdex.com Complaint filed by Ms. [redacted] regarding her claim that MyPoints.com, Inc. ("MyPoints") failed to award her MyPoints account with the proper amount of earned points in connection with a...
WWEShop.com purchase.
In researching this case, we can verify from Ms. [redacted] confirmation emails that she has previously provided us that she made her trip purchases through the WWE.com website and not through the WWEShop.com. When we attempted to duplicate Ms. [redacted] experience, we clicked through the MyPoints website to the WWEShop.com site; however we noticed the only way to purchase tickets is to click the tab on the top of the WWEShop.com site which then redirects the user to the WWE.com website. MyPoints commercial relationship is only with WWEShop.com and not WWE.com.
Additionally, when members click on the WWEShop.com offers from the MyPoints website they are presented with a pop up notification that states "Points will only be awarded for purchases made on WWEShop.com. No Points will be awarded for Gift Purchases, tickets, magazines or auction purchases." I have attached a copy of this notification for your review.
MyPoints earns revenue from being credited with member purchases by our partner sites. If a member's actions prevent MyPoints from being credited by either the use of a non-MyPoints coupon/offer or by visiting the partner site by other means than directly through the MyPoints website, we are unable to award the member Points.
This information should successfully resolve Ms. [redacted]' complaint. Should your office have any questions or need additional information, please feel free to contact me at [redacted]@mypointscorp.com.
Sincerely,
[redacted]
Sr. IP & Marketing Compliance Manager
MyPoints.com, Inc.
www.mypoints.com
Initial Consumer Rebuttal /* (3000, 7, 2014/06/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Firstly, I never said I made my purchases through WWE.com; I have always maintained that my purchases were made through WWEShop.com. If you happened to see 'WWE.com' in an e-mail, it was likely an auto-complete induced typo, as it is not a shopping site and there is generally nothing to purchase there.
Secondly, nobody reads anything but the word 'continue' in those pop-ups. If anyone read them, then every one of your customer service representatives would've been able to tell me from the very start that tickets were not a covered sale instead of making me jump through hoops for the past three years; I wouldn't have an e-mail conversation a mile long and we wouldn't be having this conversation.
Thirdly, WWE Travel packages are only available twice a year through WWEShop, and without a VIP invitation, you wouldn't be able to duplicate my shopping experience. Had you called the customer service number provided, the travel package manager would've gladly told you that. I open my invitation and add the package to my WWEShop cart (you must use your invitation to access the exclusive limited pre-sale), open the mypoints link and follow it back to my WWEShop cart in a new window and use it to check out; often sacrificing better seating due to slower processing.
I think at the very least, I should be credited the points for this year since I was told more than once by your representatives that if I followed their specific instructions, which I did, I would be. After all your representatives have put me through, it wouldn't be fair to send me away empty handed.
Final Business Response /* (4000, 9, 2014/07/02) */
Complaint number: XXXXXXXX
Consumer name: [redacted]
We are in receipt of the secondary response from Ms. [redacted] regarding her claim that MyPoints.com, Inc. ("MyPoints") failed to award her MyPoints account with the proper amount of earned points in connection with a WWEShop.com purchase.
As stated in our earlier response, Ms. [redacted] purchased her tickets through the WWE.com website and not our partner, WWEShop.com. Additionally, a disclosure notice was clearly displayed that indicated that Points would not be awarded for ticket purchases.
As such, MyPoints is not able to award any Points to Ms. [redacted] account for this purchase.
Sincerely,
[redacted]
Sr. IP & Marketing Compliance Manager
MyPoints.com, Inc.
www.mypoints.com
Final Consumer Response /* (4200, 11, 2014/07/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
So that's it? You're not even going to acknowledge your fault in this whole ugly mess? Really? No promise of employee education? No apology for your service agents who, even amidst our Revdex.com mediation, are still e-mailing me about how they're 'looking into my situation and will get back to me ASAP...'? Not even so much as the obligatory 'customer satisfaction is our top priority and we will do our best to prevent a similar event from happening again in the future...' spiel? How very unfortunate... a little bit of humility and a genuine apology would've gone a long way.
Initial Business Response /* (1000, 5, 2015/05/29) */
Complaint number: XXXXXXXX
Consumer name: [redacted]
We are in receipt of the Revdex.com Complaint filed by Ms. [redacted] regarding her MyPoints account.
In researching Ms. [redacted]'s complaint we have confirmed that...
someone did access Ms. [redacted]'s MyPoints account and redeemed her points. We also located her correspondence and it appears that there was a miscommunication on our part in resolving her issue, for which we apologize.
We use security precautions to protect the integrity of our members' accounts, however, it is clear from our investigation that whoever accessed her MyPoints account also had knowledge of her personal email login credentials.
It is important to note that in order to redeem points through MyPoints, we only send electronic redemption codes to the email address associated to the member's MyPoints account, because of this we are concerned that her personal email account may have been compromised. Once we became aware of this, her account was immediately frozen.
We contacted Ms. [redacted] via phone and provided her with instructions to change her personal email password. Once this action has been taken, Ms. [redacted] should then contact our Customer Support Team who will assist her with changing her MyPoints account password. Once all passwords [redacted] been updated to secure her account, we will restore the points that were stolen as a one-time customer courtesy as per our Terms of Service, we indicate, in part, "MyPoints is not responsible for lost or stolen rewards once issued to Member".
In order to maintain the security of any account, it is always best practice to never use the same password [redacted] and to periodically update account passwords ** prevent this type of issue from occurring.
I hope this information has successfully resolved Ms. [redacted]'s complaint. Should your office or Ms. [redacted] have any questions or need additional information, please feel free to contact me at [redacted]@mypointscorp.com.
Sincerely,
[redacted]
Sr. IP & Marketing Compliance Manager
www.mypoints.com
Initial Business Response /* (1000, 5, 2014/12/01) */
Complaint number: XXXXXXXX
Consumer name: [redacted]
We are in receipt of the Revdex.com Complaint filed by Mr. [redacted] regarding his claim that he was unable to unsubscribe from MyPoints.com, Inc.'s ("MyPoints")...
emails.
In the footer of all MyPoints emails there is verbiage that states "You've received this email advertisement because you're a member of MyPoints. If you no longer wish to receive email, please click here to unsubscribe. If you wish to close your MyPoints account, visit the My Account page and select "Close Account" Clicking on the unsubscribe link will take the member directly to an Email Subscriptions page on the MyPoints website. This page does not require a member to login or enter a password. However, if the member opts to close their account, a login and password for the My Account section is required for authentication purposes.
According to our records, Mr. [redacted]' MyPoints account was closed on November 22, 2014. He may continue to receive residual email for ten days after his account was closed. Residual emails are emails that were already in the queue in our email delivery system. He should feel free to disregard these emails.
This information should successfully resolve Mr. [redacted]' complaint. Should your office or Mr. [redacted] have any questions or need additional information, please feel free to contact me at [redacted]@mypointscorp.com.
Sincerely,
[redacted]
Sr. IP & Marketing Compliance Manager
www.mypoints.com