Tapjoy

We have again confirmed [redacted] is not installed on the users DeviceID, however, we have made an exception and awarded their device for the 'Install and Register for [redacted]!' offer 8/2/17 (504 Coins in Walking Dead: Road to Survival).

Complaint: [redacted]I am rejecting this response because: There is more excuses being given than action. I have tickets from May, June AND July and even August but the whole point of creating a ticket is so that it's int he system with assigned email proof yet Tapjoy now asks for EXACT offer name which is IMPOSSIBLE to give when they only keep 30 tickets in app inbox (not necessarily having ANYTHING to do with being 30 days old). Worst business ever..I will NEVER do anything through them againSincerely,[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. Sincerely, [redacted]
 
They wrote and explained why they were taking long with my tickets. Come to find out, I din't understand their policy and I was using too many phones to long into my Covet Fashion account, So after this their were nice to credit me. Tapjoy was more than fair to me considering I was in the wrong.

Initial Business Response /* (1000, 5, 2015/04/22) */
Please see the correspondence to/from this user below via ticket XXXXXXXX:
4/16/15: "My name is [redacted] and I am a Customer Service Supervisor here at Tapjoy. Thank you for your email, and I apologize for the inconvenience and any...

frustration caused. Tapjoy's offers are owned by third-party Advertisers. When you completed the below mentioned offers, their servers did not notify ours to credit your device. Because of this, we must confirm eligibility before we credit. As you have not submitted tickets for most of these offers, in order for me to credit your device for these offers I will need you to provide me with the proof of completion received after successfully completing these offers. For the 'Buying or Refinancing a home? Get a free quote!' offer (ticket XXXXXXXX), we will need the loan quote received. For the 'Save Up To $455/ Year - Compare Car Insurance Quotes Free' offer, please provide the auto insurance quote received. For the 'Stream America's #1 Network with CBS All Access. Free Trial!' offer, we will need the confirmation email received after signing up for the 1-week free trial. For the 'Share your opinion to receive your reward!' offer, we will need the confirmation email received after completing the survey. You had also mentioned a "Solar Energy Bid" offer, but I was unable to locate this offer/clickID on your device. Once you have provided the required proof, I can then credit your device for these offers."
Response received 4/16: "Hello [redacted],
So if I am reading this correctly "I" have to jump through your hoops, and YOU and TapJoy are calling my a liar.
Seems to my your programming is less than stellar. This is a game, not a job for me to do for YOU.
I alerted you of YOUR short comings in programming and you want me to spend time with the countless failed offers I have already spent time with without TapJoy holding up its end of the bargain? Doesn't sound like a sound business model.
As I have said before, If my rewards are not updated in a short amount of time, I am NOT going to spend my time proving to a rip-off game company that I am NOT a liar. I will however spend my time to contact your advertizes and telling my friends and colleges to do the same and I will let them know your stance on this, easy to fix problem, to every social media venue. I will inform them that you have basically called me a liar, along with other friends that have had the same issue.
This was not a large deal until I experienced two things, incompetence on your company's programming ability and being called a liar. I do not take things of that nature lightly.
Remember I am the customer and the consumer. I DO NOT work for you!"
4/17/15: "Thank you for your response. Please know that no one is calling you a liar. If you have not been awarded for these offers after successfully completing them as per the offer instructions we need you to simply forward the proof you were sent after completing them, and we are happy to credit your device. Without this proof we are unable to credit your device. I am sorry for the inconvenience, but this is the way Tapjoy works."
Response received 4/17: "[redacted],
I'm not sure you are aware of what calling someone a liar is but, if I tell you that your programming is flawed and you tell me to prove that I took a survey, got a phone call for an insurance quote etc. how would I "prove" these things?
If you are not taking my word that I DID do these things, you are NOT believing me, and there for you ARE calling me a liar.
I can not decide if you are lazy or petty. I told you of a problem, you ask me to do YOUR job and investigate your flaws with your offers when all you needed to do is a few key strokes to make a user of your game happy. Instead you call me a liar and ask me for things that are imposable to "prove". [redacted], we are not talking about real gold, real money.
I hope that you and your ilk end up in the unemployment office because if you worked for my corporation and treated customers and consumers like you have you would be escorted off the premises. As the owner of a successful corporation I have the follow through and make my customers happy, which is why and how I stay in business.
It seems anymore that people like you that are lazy, complacent and do little or nothing keep their jobs and even get promoted.
Since you have failed at your job of "customer service" or "reward help" I will take my complaints elsewhere. Some place that will cost your company money.
Being spammed to death and then TapJoy not holding up their end of the bargain is bad business."
The currency awarded in a an application does have monetary value, and we must charge the Advertiser and pay the Publisher for each offer rewarded. As stated previously, once the user provides the proof as required by our Advertising Partners, we are happy to credit his device for these offers.
Initial Consumer Rebuttal /* (3000, 7, 2015/04/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The problem has not been resolved and as I said, I feel that I should not, nor is it possible for me to prove that I took a survey or received a phone call from insurance agency etc. TapJoy offered a reward and did not deliver. Then they went on to accuse me of lying. This is bait and switch, selling out customers to be spammed and not delivering what they promised. That is NOT a good business practice.
They have gladly fixed there problems in the past but now seem to have some petty need to call me and other consumers liars. Until Tapjoy makes good on there end AND apologizes for making me prove anything I still feel that they are bad for business.
Final Business Response /* (4000, 9, 2015/05/08) */
As stated previously, once the user provides the proof as required by our Advertising Partners, we are happy to credit their device for these offers.
Final Consumer Response /* (4200, 11, 2015/05/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As I have previously stated - No change and no credits have been issued. The company is STILL calling my a liar, which is slander, and I am unable to prove anything since these were on line surveys and insurance quotes that were inbound phone calls. This company is still - Bait And Switch! I would like to speak with the president of the company personally ([redacted]) about this and possible legal action for TapJoy's accusations.

We apologize for the delay but the way that Tapjoy works is that we are not trying to avoid issuing currency to users who have successfully completed our offers. When a user is not awarded after completing an offer, our Advertising Partners require the user provide valid proof of completion before...

we can issue the currency since we do not own the offer. We make sure to let each user know that this process may take up to 3-5 business days for the Advertisers to verify.
Unfortunately with the email address provided [redacted]), our systems was unable to locate this users device and any tickets.

The email address I am using to complete your offers is another one different than the one I use for serious issues, because as anyone will understand I don't want to get spammed to oblivion after completing one of your shady offers. I accept the company response because, conveniently, my issue was addressed after this complaint was filed (note that I also posted comments on his fb page and used other channels to try to communicate them). However, I want to note to future readers of this complaint or future complainers themselves that this company is not to be trusted at all. Don't even bother to completer any offer they do unless you are willing to spend countless time after chasing them to give your reward. My opinion; not any free reward from these people is worth the hassle.

Initial Business Response /* (1000, 6, 2015/05/21) */
This user submitted their ticket for a different offer. When the user responded requesting credit for the 'Join FanDuel and play this week's FANTASY league!' offer, our CS Agent did not acknowledge the user's issue and responded regarding the...

other offer. We are working to ensure this does not happen again. This user's device has now been awarded for the 'Join FanDuel and play this week's FANTASY league!' offer, and we apologize for the time taken to resolve their issue.

Initial Business Response /* (1000, 5, 2015/12/18) */
This customer's rewards were blocked by our Risk Management system. This customer has been warned for violating our Terms of Service, and if they continue to violate our TOS will be banned from using Tapjoy's services.
Initial Consumer...

Rebuttal /* (3000, 7, 2015/12/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
How do I abuse there services? That is a straight out lie. This is what Tapjoy does. If you dont agree with them they say you were violating there terms of service. They get so far behind on what they owe you then BLOCK your payment as you can see.... So basically I did work and never got paid... Very typical of Tapjoy and now EVERYONE can see how the real Tapjoy is. I have been lied to, discriminated and now you see Im not being payed for what I owed.
Complaint Response Date bumped because: Holiday
Final Business Response /* (4000, 10, 2016/01/06) */
This customer has not been banned from using Tapjoy's services, but has been warned a second time for violating our Terms of Service 12/30/15. As this is the second warning, if our TOS are violated once more they will be banned from using Tapjoy's services. Here is what was stated to the customer 12/30/15:
"Our Risk Management systems have detected behavior on your account that is a violation of our Terms of Service. Changing settings on your device to gain access to offers that are not normally available to you circumvents the steps we've taken to deliver the best user experience for all of our users. We have systems in place to monitor and flag this behavior, so this can potentially lead to delays in receiving your rewards as well as situations where we're unable to deliver currency at all.
Part of what allows these systems to be successful is that we don't reveal the specific criteria we use when flagging these violations, but here are a few tips to keep in-mind!
First, changing your Device Identifier causes a number of issues in our systems, not limited to being flagged by our Risk Management systems.
The use of VPN, Proxies and/or any service or device that alters the information provided by your mobile device can also trigger our systems and cause issues with a lot of the measures we've put in place to try and deliver a fantastic experience to you as our user.
As this is your second warning, please let this serve as our notice to you that continuing this behavior will result in the permanent suspension of your account from Tapjoy services.
After careful review, I've gone ahead and awarded you for the following flagged offers.
290 Coins for the "Download Game of War & Complete Level 5" offer.
369 Coins for the "Mobile Strike - Level 6" offer.
5 Coins for the "Epic war on tiny phones, play with Arnold Schwarzenegger!" offer.
3 Coins for the "Brand new Modern War Strategy Game. Be the first to play!" offer.
3 Coins for the "Watch MARVEL Contest of Champions!" offer.
3 Coins for the "Clash of Kings" offer.
3 Coins for the "Watch video and discover the hottest action game!" offer.
3 Coins for the "Scratch your way to winning $5,000 instantly!" offer.
3 Coins for the "Watch the trailer for Summoners War, a modern take on the classic RPG!" offer.
3 Coins for the "Start Your Rags to Riches Venture: Watch Adventure Capitalist" offer.
2 Coins for the "Scratch your way to winning $5,000 instantly!" offer.
15 Coins for the "Selling Made Easy and FUN! Find Bargains Now! Install Now!" offer.
3 Coins for the "Homeland on SHOWTIMEÂ(r): Start Free Trial" offer.
3 Coins for the "World is your stage! Game of Dice" offer.
Thanks again for choosing Tapjoy, and please feel free to let us know if you have any other questions or concerns!"
As to being contacted by our Santa Barbara office, this is a sales office only and does not handle or work with customer service issues. The only way this customer would have been contacted by the Santa Barbara office is if they contacted this office/left a message, and was then responded to as a sales call. As this office handles sales, working with advertisers and publishers, they would not have been able to assist the customer with their issue.
Final Consumer Response /* (4200, 12, 2016/01/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As for me "violating Tapjoys T.o.S" agreement... Its a lie. They say I changed my device ID and Scopely can confirm I NEVER nor EVER changed it. If I did I Scopely would have RESETED my Walking Dead game. They cane and have confirmed that as well so I ask those marks be removed from the record. As for MY cache on MY PHONE... You are asked to download many cache cleaning programs such as Clean Master or Memory Gaurd. They give you coins to download these apps then when you open and use these apps they clear your cache, THOUGH ITS YOUR CACHE AND MEMORY ON YOUR PERSONAL CELL PHONE, they claim you have violated their T.o.S. I have sat down and called there office many times and left many voicemails humbly asking for 1200+ tickets toreport the 1200+ videos I have watched and not recieved coins for. I have also left many voicemails concerningnmy case and the issue with cache cleaning programs. Though my calls are never returned I recieve UNRELATED emails. In the emails Im told they cant find my "clicks" though they cant find any "clicks" on most peoples profilea. Tapjoy USES peoples private information and then usually ends up suspending the person when they make any kind of trouble. .. Google.com type in Tapjoy complaints into search and be sure to read the DirectTV artickem

Tapjoy's offers are owned by third-party Advertisers. If a customer is not awarded after successfully completing an offer as per the instructions, we must confirm eligibility before we can credit their device. This user was determined ineligible for the 'Play Mobile Strike and Upgrade to Level 10'...

offer by the Advertiser, [redacted], as their DeviceID has not installed Mobile Strike.

What the user has stated is incorrect. After responding to the complaint, we re-requested the proof of completion 6/2/17. This ticket was again Closed No Response 6/5/17 as no response was received, and remains Closed. As the user has provided their order information which matches the click date in our system, we have made an exception and awarded their device for the ‘[redacted]

Initial Business Response /* (1000, 5, 2015/11/06) */
Tapjoy's offers are owned by third-party Advertisers. If a customer is not awarded after successfully completing an offer as per the instructions, we must confirm eligibility before we can credit their device. The customer is required to provide...

the proof of completion received after taking the offer which is used to verify eligibility. Tapjoy does not punish their customers for sending an email. Tapjoy works oldest tickets first, and each time a customer responds to their ticket/email it moves to the bottom of the queue. This is the way Tapjoy works. The required proof for the 'Frank & Oak - Access Exclusive Menswear' offer was provided 11/3/15, and we received confirmation from the Advertiser today, 11/6/15 the user is eligible, and will be awarded for the offer today.

Initial Business Response /* (1000, 5, 2015/08/07) */
Tapjoy's offers are owned by third party Advertisers. If a user has successfully completed an offer as per the instructions and is not awarded we must confirm eligibility before we can credit the user's device. Other than the video offers, when...

a user completes the offer they are provided with proof of completion. This proof of completion is requested/required to confirm eligibility and credit the user's device if not awarded. This user submitted ticket #XXXXXXXX for the 'Join BIRCHBOX - Discover the Best Beauty & Grooming Products' offer 7/27/15, and then responded to his ticket 5x, each time moving the ticket to the bottom of the queue (Tapjoy works oldest tickets first). The user has provided the required proof of completion, and this has been escalated to the Advertiser to verify eligibility 8/5/15. We have heard back from the Advertiser today, 8/7/15, which confirmed the user is eligible, and their device will be awarded for the Birchbox offer today. This user has submitted 6 additional tickets. Four ([redacted], XXXXXXXX, XXXXXXXX, XXXXXXXX) are 'Closed No Response' as the user did not provide the requested/required proof. One ticket (XXXXXXXX) was Resolved as the user was already awarded for the offer. The other ticket (XXXXXXXX) the user was denied by the Advertiser as they did not meet the eligibility requirements of the offer.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I do not expect to jump through hoops every single time I use your service. Nor do I have proof for every video or offer I complete. The message boards are absolutely full of user with the same problem as mine. Thank you for resolving this matter but when your company offers no personal customer service other then just email and forget it, this is going to continue to happen.

Initial Business Response /* (1000, 5, 2015/08/03) */
This user's device was successfully awarded for the 'Cooking Fever' offer XXXXXX Chips in DH Texas Poker - Texas Hold'em 7/24/15. This user was not notified of this via their ticket (#XXXXXXXX) until 7/31/15 as they responded to their ticket 4x,...

each time moving it to the bottom of the queue (Tapjoy works oldest tickets first).

This user's rewards were blocked by our Risk Management system. This user was warned for violating Tapjoy's Terms of Service, and the blocked rewards forced/awarded. If they continue to violate our TOS they will be banned from using Tapjoy's services.

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This user has submitted 6 tickets which are all Resolved as Offer Awarded. If there are additional offers seeking reward, they will need...

to submit a ticket/s for the offer/s along with their proof of completion. Once provided and confirmed eligible, we can award their device the missing currency.

Tapjoy's offers are owned by third-party Advertisers. If a customer is not awarded after successfully completing an offer as per the instructions, we must confirm eligibility before we can credit their device. Ticket [redacted] - awarded 1280 Coins in The Walking Dead: Road to Survival 6/20/17...

for the 'Check out Loot Crate: the #1 monthly box for geeks & gamers!' offer. We apologize for the delay in resolution to their issue.

The way that Tapjoy works is that when a user is not awarded after completing an offer, our Advertising Partners require the user provide valid proof of completion before we can issue the currency since we do not own the offer.Looking into his account, I can see that he only has two current tickets...

that he submitted. The first one is ticket number [redacted] for the "Fishdom: Deep Dive" offer that is currently waiting for him to provide proof in order to be awarded successfully. His second ticket number is [redacted] for the "Compare & Save with FREE Life Insurance Quotes!" offer and it has been sent up to the Advertiser to be verified. The Advertiser will get back to us within 5 business days to let us know if this user is eligible to be awarded.

Tapjoy's offers are owned by third-party Advertisers. If a customer is not awarded after successfully completing an offer as per the instructions, we must confirm eligibility before we can credit their device. This customer has submitted 3 tickets via this email address ([redacted])....

Two were submitted 10/6 and the other 10/7. Ticket [redacted] is Solved as Offer Already Awarded and the user notified their device was awarded 162 Diamonds in Covet Fashion - Dress Up Game for the ' [Web Game] Blackboard - Open and play for 5 minutes' offer 10/7/16. Ticket [redacted] was Closed No Response, as when the required proof of completion was requested no response was received. If they respond to their ticket with the required proof, it will be re-opened. For ticket [redacted], the customer responded with the requested proof 10/7/16, and their device will be awarded for the [redacted]? Tell us your favorite!' offer today.

Complaint: [redacted]I am rejecting this response because:
I have written to [redacted] to find out why they accepted coins for my account when I don't have them.  They say they sent a second set.  I don't have those either.  I have 1 coin in my account.  As for their email reply, the last email reply I had Tapjoy was from last year.  So I just checked my spam folder and it was in there.  That's on google for putting it there.  The ID is assigned by [redacted].  All I can do is give you what they give me.  I am including a screenshot of my game page that shows exactly how many coins are there.  In the upper right corner it shows a gold coin with the letter P and the number 1 next to it.  That's the quantity I have.  I don't know where the screw up is, but I do know I don't have $90 worth of coins!  As I've mentioned, 1,410 coins would last WELL over a year for me, maybe 2!  So there's no possible way I could have spent those coins.  Plus [redacted] would have a record of what I've spent.  I've spent 9 coins since May. 
I don't know how long it will take for [redacted] to answer me, so I'm asking you to waive the 5 days on this in case it takes them longer than that to figure this out and get back to me.  If that's not acceptable, please get back to me.  If Tapjoy awarded this twice, then obviously there's a problem between them and [redacted].  Either way, I'm still losing out here.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. Thank you for your consistent assistance in this matter!Much appreciation.Sincerely, [redacted]