Tapjoy

Complaint: [redacted]I am rejecting this response because: TapJoy is the company that advertises these apparent "Third parties", yet takes no responsibility for damage control of any kind? No, instead, they simply take the advertisers money & then wash their hands of it. Is this not entrapment by some means?  TapJoy tells their customers to "Click on this shiny button to receive rewards in the game that you are playing", then when things don't go right..."Oh, sorry, I know we coaxed you to push said button, but whatever happens after that is entirely YOUR fault."  At some point, these companies need to take responsibility for their own actions.  If I have to mount an anti-TapJoy campaign through social media to get my point out there, then so be it.  Their response is merely a cookie-cutter cop out. I also find it extremely coincidental that within days of my complaint, my spam emails from these companies jumped from 20-ish per day to 80-ish, and now i'm also getting texts & phone calls to my unlisted number.  Great job TapJoy!  If nothing else, at least try doing a little background check on your "Third party" advertisers before you push their products down your paying customer's throats.
Sincerely,[redacted]

p.p1 {margin: 0.0px 0.0px 0.0px 0.0px; line-height: 13.0px; font: 11.0px Verdana} span.s1 {font-kerning: none} Tapjoy's offers are owned by third-party Advertisers. If a user is not awarded after successfully completing an offer as per the instructions, we must confirm eligibility before we can...

credit their device. This user has not submitted any tickets via [redacted], and via email address [redacted] has not submitted a ticket since 6/20/17. The user would normally be directed to submit a ticket via the missing currency link of the offerwall for the specific offer seeking reward, however this user’s reward for the ‘Make a purchase from variety of Gillette products as low as $10’ offer went to a Rewards Failed status.  We have re-credited their device 8/30/17 with 2128 Cash in WWE Champions.

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]

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Tapjoy's offers are owned by third-party Advertisers. If a user is not awarded after successfully completing an offer as per the instructions, we must confirm eligibility before we can credit their device. The information required to complete an offer is provided in the offer instructions, and any information provided is to the third-party Advertiser, not Tapjoy. Tapjoy has no control over what the Advertiser does with the information provided.
 
This user has submitted 35 tickets: 29 are are Resolved as Offer Awarded, and 6 are Closed No Response as when the proof of completion was requested, no response was received. If they respond to their Closed tickets with the required proof they will be re-opened.

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] submitted for the 'Upgrade your Citadel to Level 10 in Final Fantasy...

XV' offer was determined ineligible by the Advertiser, MachineZone, as Final Fantasy XV was installed for a different offer. As this determination was made by MachineZone, not Tapjoy, we are unable to award their device for the offer.

Initial Business Response /* (1000, 10, 2015/07/01) */
This user submitted ticket #XXXXXXXX X/20/15. We responded 6/20/15 requesting the user provide the required proof of completion. This user then responded 3x each time moving their ticket to the bottom of the queue (Tapjoy works oldest tickets...

first). The required proof was accepted and their issue was escalated to the Advertiser to confirm eligibility 6/26/15. We heard back from the Advertiser the user was eligible for reward 6/30/15 and their device was credited XXXXXX Coins in Topps BUNT 6/30/15.

This user has not been banned from Tapjoy, and has been taking and awarded for offers as recent at 5/22/17. This user has also not been accused of lying. If the user’s device has already been awarded, this means the publisher’s servers notified us the currency was successfully awarded to the user’s...

device. If the user has still not received their currency, they will need to reach out to the application’s publisher for assistance. Tapjoy has not sold the user's information to telemarketers. Tapjoy's offers are owned by third-party Advertisers. The information required to complete an offer is provided in the offer instructions, and any information provided is to the third-party Advertiser, not Tapjoy. Tapjoy has no control over what the Advertiser does with the information provided. 
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As Tapjoy's offers are owned by third-party Advertisers, if a user is not awarded after successfully completing an offer as per the instructions, we must confirm eligibility before we can credit their device. Ticket [redacted] was submitted 5/17/17 for the 'Get a FREE $5 gift card when you earn 500 SB!' offer, and was awarded 5/19/17 with 44263 Diamonds in [redacted], after being confirmed eligible by the Advertiser, [redacted].
The remainder of this user's tickets are Resolved as Offer Awarded, or Closed No Response as when the proof of completion was requested no response was received. If the user responds to their Closed ticket/s with the required proof, they will be re-opened.

Complaint: [redacted]I am rejecting this response because:
 
In my opinion, Tapjoy is using the excuse of this being a repeat offer to cover their mistake AND to avoid awarding the promised diamonds. Indeed, I did complete an offer with [redacted] via Tapjoy in November of 2017. I have attached the screenshot of this offer. NO WHERE does it say this is a one-time offer! Additionally, if Tapjoy did not allow "repeat offers" then it is their responsibility to NOT add a second, DIFFERENT [redacted] offer to the list for the user. This is exactly what they did in February of 2018. As the second attached screenshot shows, not only were the [redacted] offers different (November 2017 required a $9.99 order from [redacted] for 7200 diamond, whereas February 2018 required at $19.99 order from [redacted] for 20454 diamonds) but it does not say or imply that the first offer cancels out the second. The words "Get [redacted]" DO NOT logically translate as meaning "only once" to me or anyone with understanding of the English language. And, again, if a user such as myself is not allowed to complete an offer twice, especially when the offers are for different amounts and different diamond awards, it is Tapjoy who is at fault for the confusion.
Bottomline, I saw the offer, completed it in good faith, and am now out $20+ and 13,254. Their payment of 7200 was simply an attempt to placate because they knew I had reported them to Covet Fashion and the [redacted]. Their attitude is insulting.
Furthermore, even after all of this back and forth, my Tapjoy app offer screen STILL HAS THE $19.99 [redacted] OFFER LISTED!!!!!!! How can Tapjoy be trusted to properly award ANY offers without fabricating some excuse for ineligibility? By the way, while this offer is the one under dispute, Tapjoy is CONSTANTLY declining offer awards. I personally submitted no less than 10 support tickets during the February 2018 double diamond event after being declined, each one taking days to weeks of sending proof, contacting the third-party, and so on before Tapjoy reluctantly paid out. Persistence is the only reason I got those other diamonds, which is what Tapjoy is hoping most users do not have. This is a scam practice if ever there was one.
[redacted]
 
 
 
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. Sincerely, [redacted]

Complaint: [redacted]I am rejecting this response because:
In my complaint I had clearly stated that I had not violated the terms of...

 service. I asked If someone could fix the delay on my account which didn't mean the account was banned it meant I wasn't receiving all of the rewards on my account, only some of them but when I asked to be fully compensated I was banned. I also clearly stated that my problem was me using multiple devices which isn't against Tapjoys TOS AND I had asked a Rep of it was OK and I was assured it wasn't. If I had actually been violating the TOS I can assure you I wouldn't be going through all of this trouble just to get an account back.Sincerely,[redacted]

Tapjoy does not lie. Tapjoy's offers are owned by third-party Advertisers. If a user is not awarded after successfully completing an offer as per the instructions, we must confirm eligibility before we can credit their device. This user has submitted 50 tickets. 21 are Closed No Response, as when...

the proof of completion was requested, no response was received. One is Waiting on Customer for the user to respond with the requested proof of completion. The remaining 28 are Resolved as Offer Awarded. 
 
What is required to complete an offer is stated in the offer instructions, and any information provided is to the third-party Advertiser, not Tapjoy. Tapjoy has no control over what the Advertiser does with the information provided.
 
The offers presented are what is available to the user. For further information please refer to Tapjoy’s Terms of Service: [redacted]

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] - this user was determined ineligible for the 'Install and Register...

for Twitter!' offer 6/30/17 as their DeviceID has not installed Twitter.

Initial Business Response /* (1000, 5, 2015/07/08) */
Tapjoy does not offer telephone support. When a user calls our customer service line, they are informed of this and directed to submit a ticket at support.tapjoy.com. Tapjoy's offers are owned by third-party Advertisers. If a user successfully...

completes an offer as per the instructions and is not rewarded we must confirm eligibility before we can credit their device. The Advertising Partner requires the user provide the valid proof of completion received after completing the offer, which is used to confirm/verify eligibility. The user may feel they must "jump through hoops", but this his how Tapjoy works. This user has submitted multiple tickets, most of which are "Closed No Response". This means we requested the user provide the required proof and we received no response to our request, so their ticket/issue was closed. Tapjoy does not "stop replying" to user's tickets. Our CS Agents work oldest tickets first and handle all requests. We do show the user provided the required proof for the 'Join Disney Movie Club and Get a FREE Frozen Lunch Bag!!' offer 7/2/15 (ticket XXXXXXXX), and their device was awarded 4021 Diamonds 7/7/15 once the Advertiser verified eligibility. We also show the user's device was awarded for the 'Get a Gwynnie Bee 30 Day Trial for $1! Unlimited Wardrobe!' offer (ticket XXXXXXXX) XXXX Diamonds 7/7/15, once they provided the required proof and the Advertiser confirmed eligibility. As the user did not specify the "two large offers" indicated in their complaint, we can only assume these are the offers being referred to. Once the user provides the requested/required information for the other tickets/offers, we are happy to assist with the missing currency.

Tapjoy's offers are owned by third-party Advertisers. If a user is not awarded after successfully completing an offer as per the instructions, we must confirm eligibility before we can credit their device. This user has submitted 38 tickets: 32 are Resolved as Offer Awarded. 5 are Closed No Response...

as when the proof of completion was requested, no response was received. The user was also notified their tickets were Closed. If the user responds to their Closed tickets with the required proof they will be re-opened. One ticket ([redacted]) is Waiting on Customer for the user to respond with the requested proof of completion. Once provided and confirmed eligible, we can then 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] was submitted for the 'Install and Complete Level 10 in Township!'...

offer inquiring about the [redacted] offer. When submitting a ticket it states: "Tapjoy requires up to 24 hours for your account balance to update. Please wait until that time if you do not see your completed offer in the list below", as submitting a ticket for another offer only causes confusion and further delays in resolution to their issue. This user was determined ineligible for the 'Install and Register for [redacted]' offer 7/11/17 as [redacted] is not installed on their DeviceID.

Complaint: [redacted]I am rejecting this response because:I was NEVER told I was banned prior to 3-9-18 or I definitely would not have invested more money on offers from Tapjoy. I even received confirmation emails after that date stating that they owed me diamonds for offers I had completed. Please see attached. I would like to know what terms of service they are  now saying I violated. Sincerely,[redacted]

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. Tapjoy has recently integrated to a new ticketing system causing a back-log and...

delays in response time. We are having this customer's two unresolved tickets handled right away, and apologize for the delay in resolution.

Ticket [redacted] - this user's device was awarded 1792 Cash in [redacted] 6/27/17 for the 'Create a Photobook Off Your Phone in Minutes with Chatbooks!' offer. The user came back stating their currency was not received. As we show their device was successfully awarded, they...

were referred to the application's publisher, [redacted] for assistance. As Scopely referred the user back to Tapjoy, we have re-credited their device 1792 Cash 7/7/17.

Initial Business Response /* (1000, 5, 2015/10/27) */
We were unable to locate any tickets submitted via email address '[redacted]@gmail.com'. Tapjoy's offers are owned by third-party Advertisers. If a customer has successfully completed an offer as per the instructions and not received their...

reward, we must confirm eligibility before we can credit their device. Once a ticket is submitted we request the customer provide the proof of completion received after completing the offer. Once provided we verify eligibility and then award the device. Our offers are tested prior to being placed on Tapjoy's offerwall, and state what is required to complete the offer/be eligible for reward. If we have responded to a ticket stating their device was already awarded, this means the publisher's servers have told us the customer's device was successfully awarded their currency. If the customer believes the currency was not received, they will need to reach out to the publisher for assistance with the missing currency. Tapjoy does not ignore emails or responses from our customers.
Initial Consumer Rebuttal /* (3000, 7, 2015/11/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The email registered is [redacted]@gmail.com. The email I used to contact you was my primary email.
I have a difficult time believing that "Our offers are tested prior to being placed on Tapjoy's offerwall, and state what is required to complete the offer/be eligible for reward." This can not possibly be the case. For example, today I selected the offer to get free samples from Tide. To qualify for the points, I had to registered with valid information (email, name, DOB, address and phone number) which I did. After entering my information I hit 'redeem'. Then I was taking to pages that had multiple offers to participate in other types of research, get different samples of other products, prescriptions, qualify for money loans or get information for my GED, insurance, or car quote needs. After skipping multiple pages of these 'offers' I finally was taken to a page that had the Tide samples. Clicking that link took me to an entirely different page that not only offered me Tide samples but other samples as well. Again, I selected Tide samples and again an entirely new page loaded and again asked me for all my information. As far as I am concerned I already gave that information.
This has happened multiple times. Sometimes I just resign myself to the fact that it is a fraud offer and do nothing. Other times I report it to Tapjoy, and after usually getting emails, (form emails at that) I am eventually told that I should look for a link in my email to verify. That is impossible to do as I have no idea where said email would come from. I have ZERO emails in my inbox from Tide.
Either Tapjoy is aware of these extremely shady marketing tactics and doesn't care, or they are woefully ignorant of what their third-parry partners are doing. Either way it is negligent behavior. If you are indeed aware, then Tapjoy needs to be specific in what they are asking the users to do. I gave my information. Nowhere does it say I have to give it multiple times to numerous marketing groups. If a user has to answer multiple surveys, and if those surveys have no "ending", then the users should be informed of that. A brief perusal of message boards of apps that utilize Tapjoy find no shortage of complaints about these types actions. Tapjoy should be honest with the users.
Final Business Response /* (4000, 9, 2015/11/16) */
We appreciate the feedback regarding the 'Register today for your FREE Sample of Tide!' offer. We will look into this and again confirm currency is received after successfully completing the offer as per the instructions.
If there are other offers successfully completed and not awarded, the customer must submit a ticket via the device the offer was taken along with the required valid proof of completion (this is in the form of an email or screenshot). Once provided and confirmed we then award the user's device for the offer.

Tapjoy responds to all tickets, and this user has not been blocked/banned from using Tapjoy’s Services. 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 2534 Gold in Kill Shot Bravo 5/25/17 for the 'Try OrangoTV with 300+ channels for 3 days for only $4’ offer. We apologize for the delay in resolution to their issue.