I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Dear [redacted],
When you enrolled as a
Upromise member, you agreed to our terms and conditions and that your use of
this site and your participation in the Upromise service is subject to the
Member Agreement. By enrolling in the Upromise Service, you also acknowledged
that you have read and understood the Agreement and that you agree to be bound
by all of its terms.
We have identified your
account, in conjunction with an additional account, as being involved in a
pattern of purchases from Upromise merchant partners for the apparent purpose
of resale or commercial purposes. This was later confirmed with the
documentation sent to us, which included invoices from the additional account
confirming that you have used these two accounts in an attempt to circumvent
the terms of service.
Additionally we reserve
the right to rescind Contributions and to bar further Contributions to, and
terminate your membership if we believe in our discretion that you are abusing
or have abused the Service, including, without limitation, by engaging in
fraudulent activities. As part of the member agreement you also agreed to
forfeit any and all Contributions in the Rewards Account should we believe in our discretion that you have abused the Service.
Should you have any
additional questions and or concerns, we encourage you to visit the Upromise
Member Agreement https://lty.s.upromise.com/member/aboutus/memberAgreement.do
and our Shopping Terms and Conditions https://shop.upromise.com/e/members/article.php?sid=132XXdKrlo132&xid=203835...⇄ />
or contact us at the email address below.
Sincerely,
Upromise Customer Service Support [email protected]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.
Don't talk me non-sense policy here. Everyone knows how the policy works in favor of you. Again, I never expected that you will give back my money back since what is a real company you are. I just want to let everyone know what I am feeling on this issue. And I will not waste time on this issue with you since I know I have no chance to get the money back at all. Do not reply the case with non-sense word, we cannot agree with each other here.
Regards,
[redacted]
Dear [redacted],
We appreciate the time you have taken to contact us
regarding your [redacted] purchase. We apologize for the length of time
needed to research and we understand how frustrating waiting can be.
After reviewing your purchase made on 3/26/15 we escalate your...
transaction to
[redacted], and we have recently received the approval for the 9%
cash back reward. You will see this appear in your “Transaction History” within
30 business days.
If you have any additional questions please feel free to
contact us at ###-###-#### Monday – Friday 9am to 9pm EST or via email at [email protected]
Thank you for being a Upromise member,
Customer Service Support Lead
Dear [redacted],
Though we are unable to pursue your [redacted].com
transactions due to their 90 day research policy, we are researching the
[redacted].com transaction you sent over as they do not have a 90 day research
policy. We will respond via email within 30 days with their response. We
appreciate your patience while we research your purchase with our partner to
verify eligibility.
Thank you,
[redacted]
Customer Service Operations Manager
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. .
Their letter serves to prove that it takes 90 days plus 45 days to receive any funds redeemed. Four and a half months is not an acceptable amount of time to process a redemption of funds that I have earned. In my conversation with [redacted], she confirmed that there is no way for them to provide me with my money any faster than this. It may be standard procedure at this company, but four and a half months is not what I would call a reasonable amount of time to provide me with money that I've earned and this company should receive a lower Revdex.com rating.
Thank you,
[redacted]
Dear [redacted], We have forwarded your inquiry to [redacted], the issuer of your Upromise MasterCard, and they have been unable to reach you to address the credit card specific issues detailed in your complaint. However, we have confirmed that there is no annual fee...
associated with your Upromise MasterCard. In addition, the interest rate range for the Upromise MasterCard is detailed in your Cardmember Agreement. If you have further questions or concerns with the rates or fees associated with your Upromise MasterCard, you will need to contact Barclaycard customer service directly at 1-[redacted] or the number on the back of your card. The Upromise MasterCard can be an effective way to earn cash back for college, especially if you use your card at participating Upromise merchants and pay off your balance monthly. However, if you are paying interest on your card balance, you may want to evaluate whether this is the most effective way for you to earn cash back for college. If you are interested in learning more about how to earn more cash back with your Upromise MasterCard or our other programs, please contact Upromise customer service at 1-[redacted]. Sincerely, Upromise Customer Service
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. .
Regards,
[redacted]
Dear [redacted],
My sincerest apologies if the explanation to the
questions you initially asked in your email were not clear. The [redacted] base reward did not post to the
Upromise Reward account until 5/18/2017, and it can take up to twelve (12)
weeks after the initial
base reward has been credited for your 4% bonus to appear in your
Upromise account. This means that the
bonus has until 8/10/2017 to post to the Upromise Reward account. I did check
on this for you and was able to confirm that this posted automatically this
week, prior to the maximum timeframe, and can be viewed in the Transaction
History of your Upromise account.
To answer your additional question listed in your
rebuttal, the [redacted].com bonus reward did not post automatically due to a
conflict with the merchant reporting, which has been already been corrected.
This reward has also post to your account this week and can be viewed in the
Transaction History of your Upromise account.
We do our best to accurately track and reward cash
back for our members, however from time to time this may not occur for various
reasons. Please continue to inform us if you have not earned cash back on an
eligible purchase so that we can continually improve the program for our
members.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.
[The same exact content was emailed to me on May 21 2015 and I replied on the very next day, to support their investigation. I provided the pictures of shipping labels on packages transpoted by UPS/FedEx/USPS, scanned copy of mailed letters Upromis previously sent to me by postal, pictures of the physical street/road, to prove my address is a valid and current address. Moreover, I submitted some order confirmations and corresponding shipping confirmations from different vendors, proving I made real purchases for earning shopping rewards. However, I never get any response back. I even sent out follow up email on May 27th and June 3rd, asking for update, but they never responded. ]
Regards,
[redacted]
I
appreciate the time you took out of your busy day to speak to me in reference to
your concerns. I was happy to help clarify what the 10% cash back value was
composed of - 1% from the Upromise [redacted], 4% bonus from Upromise, and 5%
from the merchant. We...
also discussed how this was displayed within your
Transaction History in the Upromise rewards account.
As
I went over the cash back rewards showing in your Upromise account, you mentioned
that you were concerned that you were missing some transactions. You kindly
agreed to forward additional details to me so that I may further investigate any
missing cash back you may have, and we are currently in communications via email.
While
I am investigating this for you, should you have any additional questions or
concerns, feel free to reach out to me at my direct contact information I provided to you.
Thank
you again for reaching out to us, and I look forward to helping you earn with Upromise.
[redacted]
– Customer Service Support Representative
Dear Mr. [redacted],
We apologize for any confusion regarding your
rewards. As a new Upromise [redacted]
holder you may be unaware of how exactly the total 10% is earned. When you use your Upromise [redacted] and shop
through the Upromise Online Shopping Mall the rewards are broken down...
into 3
separate transactions.
Firstly, you would receive the
base reward from the merchant. In this
case, the 5% from [redacted] and [redacted] Secondly, you would receive 1% of
your total purchases completed with your Upromise [redacted] at the end of your
monthly billing cycleFinally, you would earn the remaining
4% bonus cash back 10-12 weeks after the initial base reward has been
credited.
We have confirmed with [redacted]’s that the 1%
for all of your transactions after November 8th will post with your
December billing cycle. Since your [redacted] transaction took place on the 9th
you will not see that 1% until December. The 1% for the [redacted] transaction has
posted and can be seen in your transaction history on 11/8/16.
In regards to your [redacted] transaction, cash
back that is awarded can be negated by the merchant if they conclude that your
transaction was not completed through the Upromise portal, if the order is
exchanged, canceled or replaced. The email you sent us on 11/8/16 explained that
[redacted] experienced a glitch in their ordering system and your order had to be
canceled and re-entered by a [redacted] agent. This would be the reason your order
through Upromise.com was credited, and then negated. As advised to you in a reply
email on 11/8/2016, we sent the information to our partner for research. Please
remember that research can take up to 30days before a resolution can be found.
We did heard back from [redacted] this week, and these rewards will be credited
you to your account within the next 5-10 business days. In the future if you
experience similar situations or feel that you are missing rewards please send
all of the transaction details to [redacted] and allow thirty (30) days for us to reach out to our
merchants.
We did attempt to reach out to you multiple
times at your contact number, however we were unable to connect with you. If
you have any additional questions or concerns regarding any of the above
mentioned items please feel free to reach out to us at [redacted].
Sincerely,
[redacted]
Service Support Lead, Customer Service
Upromise
Dear [redacted],
I appreciate the time you took to reach out to us, and apologize
that your Bonus Cash Back for the [redacted].com purchase made on 6/16/2015 had not
posted yet. As we discussed over the phone your Bonus Cash back for the
$1249.00 [redacted].com transaction can take up to 12 weeks from...
receiving the item
before it posts into your Upromise account. I also confirmed with you that the
bonus reward had already been scheduled, and that you will see it in your
account before the end of next week.
If you have any additional questions please feel free to
reach out to us. Additionally you can find the information concerning bonus
cash back and posting times at https://www.barclaycardus.com/applycontent/TnCs.jsp?tncURL=/banking/marketing/te...⇄ />
.
Thank you for being a
valued Upromise member
[redacted] – Upromise Service Support Lead
Dear [redacted],
We apologize that it has taking longer than normal for us to
get results to our inquiry into your missing bonus. When you reached out to us
in November, both [redacted] and [redacted] had difficulties matching the transaction
amount with your credit card statement. [redacted] reported a...
transaction was made
in September for $1298.00, however this is did not match your [redacted]
statement for the same transaction which showed $1250.05.
To qualify for the bonus the purchase has to be paid in full
with your [redacted] card and not with more than one payment mechanism (e.g., a
gift card and the Upromise Credit Card), and this mismatch caused the bonus to
not post automatically.
With your help this week in providing us with the receipt, we
were able to determine that you had used a coupon code which reduced the price
of the transaction. We confirmed this with our partner and the bonus of $51.92
will be posted to your account within the next 5 business days. We have also
reached out to our partner to ensure a reporting issue such as this does not
happen again.
Again we do apologize for the length of time it has taken to
resolve this issue, and appreciate your help in providing the documentation needed
to confirm the bonus. If you have any additional questions please feel free to
reach out to us.
Thank you,
[redacted]Service Support Lead
We apologize for the length of time it took to research why
your purchase did not appear in your account, and understand how frustrating
waiting can be.
When you brought your concerns to us on 2/7/15 we did need
to ask you for the purchase details which you then provided on 2/15/15 with...
a
follow-up email. Originally your case was denied on 2/20/15 as we were unable
to see any click-through history on our website for [redacted] Resorts, or for the
date in question. This could have been for a number of reasons including, but
not exclusive to, completing the purchase in a window not original to the
search, having several windows opened, or toolbars installed preventing us from
tracking.
We appreciate that you were able to send us a copy of your
web browser history to support your purchase on 2/21/15, as that allowed us to
escalate your case to [redacted] Resorts. Merchant escalation can take some time
to come back to us, and we appreciated your patience while we communicated with
them. [redacted] Resort did qualify your order and we notified you of the cash
back awards from them on 3/27/15.
Once we were able to determine the eligibility of the transaction
we took your case to Barclays for the missing additional bonus cash back. We do
apologize that we had to wait until the transaction was deemed eligible by the
merchant before taking this next step, but we did escalate the issue and the
missing bonus will be credited to your account within the next week.
If you have any additional questions you can contact us at [redacted], or call
us at ###-###-#### Monday – Friday from 9am to 9pm EST.
Thank you for your patience and for being an Upromise
Member,
Customer Care Support Lead
Upromise feels that his has been responded to prior, and that we have provided the complainant with the location of said Member Agreement, Shopping Terms & Conditions, and Offer Details as requested. This has also been supplied to the complainant prior during emailed communications.
Dear [redacted],
We apologize for the length of time it took to research why
your [redacted].com purchase did not show up for the cash back reward, and
understand how frustrating waiting can be. It is certainly not our default, nor
in our best interest, to not give cash back, or slow...
the pace at which cash
back posts. We did escalate your transaction to [redacted].com, and we have
recently received the approval for the 5% cash back reward that they were
offering at the time of purchase. You will see this appear in your “Transaction
History” within 10 business days.
Again, we apologize that your [redacted].com transaction did
not post automatically to your account. This could have been for several
reasons including, but not exclusive to, completing the purchase in a window
not original to the search, or toolbars (ie Ebates, Swagbucks) installed
preventing us from tracking. Please keep these in mind when making purchases
through the Upromise website in the future.
If you have any additional questions please feel free to
contact us at [redacted] Monday – Friday 9am to 9pm EST or via email at
[redacted]
Thank you for reaching out to us and being a valued member,
Upromise Service Support
Upromise feels that his has been responded to prior, and member has been provide with all posted timeframes, policies, and instructions on how to receive funds before the maximum timeframes elapse. Additionally, Upromise has taken the member's constructive feedback under consideration for future enhancements to the service.
Dear [redacted],
When you enrolled as a Upromise member, you agreed
to our terms and conditions and that your use of this site and your
participation in the Upromise service is subject to the Member Agreement. By
enrolling in the Upromise Service, you also acknowledged that you have read...
and
understood the Agreement and that you agree to be bound by all of its terms.
We had identified that you had two accounts that
were involved in a pattern of purchases from Upromise merchant partners for the
apparent purpose of resale or commercial purposes in an attempt to circumvent
the terms of service.
In accordance with the Upromise Shopping Terms and
Conditions (the “Shopping Terms”) eighth bullet down, purchases of products,
services sold or promoted for resale or commercial use of any kind are not
eligible for contributions, and your abuse of the Upromise service in this
manner constituted as a violation of both the Shopping Terms and the Upromise
Member Agreement (the “Agreement”). In addition, this activity also violated
the terms and conditions established by several Upromise merchant partners,
including without limitation, [redacted].com. This information can be found in the
“Offer and Details” link for each merchant partner.
Accordingly, pursuant to Sections 12, 13 and 16 of
the Agreement, we reserve the right to rescind Contributions and to bar further
Contributions to, and terminate your membership if we believe in our discretion
that you are abusing or have abused the Service, including, without limitation,
by engaging in fraudulent activities. As part of the member agreement you also
agreed to forfeit any and all Contributions in the Rewards Account should we
believe in our discretion that you have abused the Service. In good faith we only terminated one of your
accounts with a reminder of previously stated terms and conditions.
In reference to your [redacted].com transactions completed
on 8/20/2017 and 8/23/2017 that you reported missing on 1/23/2018, according to
[redacted].com Offers and Details link, “Missing
college savings escalations that are received later than 90 days after the
purchase has been made will not be honored by [redacted].” Because these were reported beyond the 90 days,
[redacted].com will not research these items for eligibility.
It is important that our members are familiar with
the eligibility requirements when shopping with our online merchants. For more
information on how to shop through Upromise or eligibility requirements, please
visit these resources:
Upromise Online Shopping Terms & Conditions:
http://shop.upromise.com/mall/terms-conditionsUpromise Online Shopping FAQ’s: https://lty.s.upromise.com/member/help/earningRewards.do#online
Additionally, when shopping at
https://shop.upromise.com, always review merchant specific offer details,
including restrictions and special offers by clicking on the "Offers &
Details" links or the "Offer Details" page when clicking over to
a merchant site.
Please feel free to contact Upromise Customer Care
if you have any questions via our online contact us form, by email at [redacted],
or by calling us at 1-[redacted]. We are available to assist you Mon-Fri 9 AM
until 9 PM EST.
Thank you,
[redacted]Customer Service Operations Manager
We are terribly sorry we have
been unable to reach you at the phone number provided on your account, nor have we received a response to our email we sent you on 5/20/15.
Your account has been flagged
for several concerning issues that we have come...
across. These issues are not
only a concern for the integrity of your account, but are also a concern to our
member agreement. In order to release your account and allow you to remove
funds from it we will need some additional information from you.
There are several Upromise
accounts that share the address you have provided to us as part of your contact
information. This address also is showing to be a commercial location in which
the business recently showed to be permanently closed. As it is your
responsibility to keep your member information current, complete, and accurate
this goes against our member agreement. We will need valid address verification
provided to us to confirm the legitimacy of your contact information.
Each of these accounts have a
high volume of positive and negative rewards suggesting possible gaming of the
service. We will need verification of a selection of these transactions to
confirm they are not violating the Upromise or Merchant terms and conditions.
We also have seen in these
accounts recent requests to pull all available funds instead of the typical
request for a portion of the funds. As these amounts are all high amounts
and is not normal withdrawal behavior, this has been flagged as potential
suspicious activity that may have resulted in unauthorized access to your
account(s).
Any information that you can
provide to help support your claims would be greatly appreciated. You can
respond to the email I sent you with any supporting documents, and I will review the
information provided and advise you of our decision. If you prefer you can
reach out to me via the number on my email to you, or to our Customer Service department.
We appreciate your assistance
in this matter and hope to have this cleared up for you soon.
Thank you,[redacted] - Upromise Customer Service Support Lead
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Dear [redacted],
When you enrolled as a
Upromise member, you agreed to our terms and conditions and that your use of
this site and your participation in the Upromise service is subject to the
Member Agreement. By enrolling in the Upromise Service, you also acknowledged
that you have read and understood the Agreement and that you agree to be bound
by all of its terms.
We have identified your
account, in conjunction with an additional account, as being involved in a
pattern of purchases from Upromise merchant partners for the apparent purpose
of resale or commercial purposes. This was later confirmed with the
documentation sent to us, which included invoices from the additional account
confirming that you have used these two accounts in an attempt to circumvent
the terms of service.
Additionally we reserve
the right to rescind Contributions and to bar further Contributions to, and
terminate your membership if we believe in our discretion that you are abusing
or have abused the Service, including, without limitation, by engaging in
fraudulent activities. As part of the member agreement you also agreed to
forfeit any and all Contributions in the Rewards Account should we believe in our discretion that you have abused the Service.
Should you have any
additional questions and or concerns, we encourage you to visit the Upromise
Member Agreement https://lty.s.upromise.com/member/aboutus/memberAgreement.do
and our Shopping Terms and Conditions https://shop.upromise.com/e/members/article.php?sid=132XXdKrlo132&xid=203835...⇄ /> or contact us at the email address below.
Sincerely,
Upromise Customer Service Support [email protected]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.
Don't talk me non-sense policy here. Everyone knows how the policy works in favor of you. Again, I never expected that you will give back my money back since what is a real company you are. I just want to let everyone know what I am feeling on this issue. And I will not waste time on this issue with you since I know I have no chance to get the money back at all. Do not reply the case with non-sense word, we cannot agree with each other here.
Regards,
[redacted]
Dear [redacted],
We appreciate the time you have taken to contact us
regarding your [redacted] purchase. We apologize for the length of time
needed to research and we understand how frustrating waiting can be.
After reviewing your purchase made on 3/26/15 we escalate your...
transaction to
[redacted], and we have recently received the approval for the 9%
cash back reward. You will see this appear in your “Transaction History” within
30 business days.
If you have any additional questions please feel free to
contact us at ###-###-#### Monday – Friday 9am to 9pm EST or via email at
[email protected]
Thank you for being a Upromise member,
Customer Service Support Lead
Dear [redacted],
Though we are unable to pursue your [redacted].com
transactions due to their 90 day research policy, we are researching the
[redacted].com transaction you sent over as they do not have a 90 day research
policy. We will respond via email within 30 days with their response. We
appreciate your patience while we research your purchase with our partner to
verify eligibility.
Thank you,
[redacted]
Customer Service Operations Manager
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. .
Their letter serves to prove that it takes 90 days plus 45 days to receive any funds redeemed. Four and a half months is not an acceptable amount of time to process a redemption of funds that I have earned. In my conversation with [redacted], she confirmed that there is no way for them to provide me with my money any faster than this. It may be standard procedure at this company, but four and a half months is not what I would call a reasonable amount of time to provide me with money that I've earned and this company should receive a lower Revdex.com rating.
Thank you,
[redacted]
Dear [redacted], We have forwarded your inquiry to [redacted], the issuer of your Upromise MasterCard, and they have been unable to reach you to address the credit card specific issues detailed in your complaint. However, we have confirmed that there is no annual fee...
associated with your Upromise MasterCard. In addition, the interest rate range for the Upromise MasterCard is detailed in your Cardmember Agreement. If you have further questions or concerns with the rates or fees associated with your Upromise MasterCard, you will need to contact Barclaycard customer service directly at 1-[redacted] or the number on the back of your card. The Upromise MasterCard can be an effective way to earn cash back for college, especially if you use your card at participating Upromise merchants and pay off your balance monthly. However, if you are paying interest on your card balance, you may want to evaluate whether this is the most effective way for you to earn cash back for college. If you are interested in learning more about how to earn more cash back with your Upromise MasterCard or our other programs, please contact Upromise customer service at 1-[redacted]. Sincerely, Upromise Customer Service
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. .
Regards,
[redacted]
Dear [redacted],
My sincerest apologies if the explanation to the
questions you initially asked in your email were not clear. The [redacted] base reward did not post to the
Upromise Reward account until 5/18/2017, and it can take up to twelve (12)
weeks after the initial
base reward has been credited for your 4% bonus to appear in your
Upromise account. This means that the
bonus has until 8/10/2017 to post to the Upromise Reward account. I did check
on this for you and was able to confirm that this posted automatically this
week, prior to the maximum timeframe, and can be viewed in the Transaction
History of your Upromise account.
To answer your additional question listed in your
rebuttal, the [redacted].com bonus reward did not post automatically due to a
conflict with the merchant reporting, which has been already been corrected.
This reward has also post to your account this week and can be viewed in the
Transaction History of your Upromise account.
We do our best to accurately track and reward cash
back for our members, however from time to time this may not occur for various
reasons. Please continue to inform us if you have not earned cash back on an
eligible purchase so that we can continually improve the program for our
members.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.
[The same exact content was emailed to me on May 21 2015 and I replied on the very next day, to support their investigation. I provided the pictures of shipping labels on packages transpoted by UPS/FedEx/USPS, scanned copy of mailed letters Upromis previously sent to me by postal, pictures of the physical street/road, to prove my address is a valid and current address. Moreover, I submitted some order confirmations and corresponding shipping confirmations from different vendors, proving I made real purchases for earning shopping rewards. However, I never get any response back. I even sent out follow up email on May 27th and June 3rd, asking for update, but they never responded. ]
Regards,
[redacted]
Dear
[redacted],
I
appreciate the time you took out of your busy day to speak to me in reference to
your concerns. I was happy to help clarify what the 10% cash back value was
composed of - 1% from the Upromise [redacted], 4% bonus from Upromise, and 5%
from the merchant. We...
also discussed how this was displayed within your
Transaction History in the Upromise rewards account.
As
I went over the cash back rewards showing in your Upromise account, you mentioned
that you were concerned that you were missing some transactions. You kindly
agreed to forward additional details to me so that I may further investigate any
missing cash back you may have, and we are currently in communications via email.
While
I am investigating this for you, should you have any additional questions or
concerns, feel free to reach out to me at my direct contact information I provided to you.
Thank
you again for reaching out to us, and I look forward to helping you earn with Upromise.
[redacted]
– Customer Service Support Representative
Dear Mr. [redacted],
We apologize for any confusion regarding your
rewards. As a new Upromise [redacted]
holder you may be unaware of how exactly the total 10% is earned. When you use your Upromise [redacted] and shop
through the Upromise Online Shopping Mall the rewards are broken down...
into 3
separate transactions.
Firstly, you would receive the
base reward from the merchant. In this
case, the 5% from [redacted] and [redacted] Secondly, you would receive 1% of
your total purchases completed with your Upromise [redacted] at the end of your
monthly billing cycleFinally, you would earn the remaining
4% bonus cash back 10-12 weeks after the initial base reward has been
credited.
We have confirmed with [redacted]’s that the 1%
for all of your transactions after November 8th will post with your
December billing cycle. Since your [redacted] transaction took place on the 9th
you will not see that 1% until December. The 1% for the [redacted] transaction has
posted and can be seen in your transaction history on 11/8/16.
In regards to your [redacted] transaction, cash
back that is awarded can be negated by the merchant if they conclude that your
transaction was not completed through the Upromise portal, if the order is
exchanged, canceled or replaced. The email you sent us on 11/8/16 explained that
[redacted] experienced a glitch in their ordering system and your order had to be
canceled and re-entered by a [redacted] agent. This would be the reason your order
through Upromise.com was credited, and then negated. As advised to you in a reply
email on 11/8/2016, we sent the information to our partner for research. Please
remember that research can take up to 30days before a resolution can be found.
We did heard back from [redacted] this week, and these rewards will be credited
you to your account within the next 5-10 business days. In the future if you
experience similar situations or feel that you are missing rewards please send
all of the transaction details to [redacted] and allow thirty (30) days for us to reach out to our
merchants.
We did attempt to reach out to you multiple
times at your contact number, however we were unable to connect with you. If
you have any additional questions or concerns regarding any of the above
mentioned items please feel free to reach out to us at [redacted].
Sincerely,
[redacted]
Service Support Lead, Customer Service
Upromise
Dear [redacted],
I appreciate the time you took to reach out to us, and apologize
that your Bonus Cash Back for the [redacted].com purchase made on 6/16/2015 had not
posted yet. As we discussed over the phone your Bonus Cash back for the
$1249.00 [redacted].com transaction can take up to 12 weeks from...
receiving the item
before it posts into your Upromise account. I also confirmed with you that the
bonus reward had already been scheduled, and that you will see it in your
account before the end of next week.
If you have any additional questions please feel free to
reach out to us. Additionally you can find the information concerning bonus
cash back and posting times at https://www.barclaycardus.com/applycontent/TnCs.jsp?tncURL=/banking/marketing/te...⇄ /> .
Thank you for being a
valued Upromise member
[redacted] – Upromise Service Support Lead
Dear [redacted],
We apologize that it has taking longer than normal for us to
get results to our inquiry into your missing bonus. When you reached out to us
in November, both [redacted] and [redacted] had difficulties matching the transaction
amount with your credit card statement. [redacted] reported a...
transaction was made
in September for $1298.00, however this is did not match your [redacted]
statement for the same transaction which showed $1250.05.
To qualify for the bonus the purchase has to be paid in full
with your [redacted] card and not with more than one payment mechanism (e.g., a
gift card and the Upromise Credit Card), and this mismatch caused the bonus to
not post automatically.
With your help this week in providing us with the receipt, we
were able to determine that you had used a coupon code which reduced the price
of the transaction. We confirmed this with our partner and the bonus of $51.92
will be posted to your account within the next 5 business days. We have also
reached out to our partner to ensure a reporting issue such as this does not
happen again.
Again we do apologize for the length of time it has taken to
resolve this issue, and appreciate your help in providing the documentation needed
to confirm the bonus. If you have any additional questions please feel free to
reach out to us.
Thank you,
[redacted]Service Support Lead
We apologize for the length of time it took to research why
your purchase did not appear in your account, and understand how frustrating
waiting can be.
When you brought your concerns to us on 2/7/15 we did need
to ask you for the purchase details which you then provided on 2/15/15 with...
a
follow-up email. Originally your case was denied on 2/20/15 as we were unable
to see any click-through history on our website for [redacted] Resorts, or for the
date in question. This could have been for a number of reasons including, but
not exclusive to, completing the purchase in a window not original to the
search, having several windows opened, or toolbars installed preventing us from
tracking.
We appreciate that you were able to send us a copy of your
web browser history to support your purchase on 2/21/15, as that allowed us to
escalate your case to [redacted] Resorts. Merchant escalation can take some time
to come back to us, and we appreciated your patience while we communicated with
them. [redacted] Resort did qualify your order and we notified you of the cash
back awards from them on 3/27/15.
Once we were able to determine the eligibility of the transaction
we took your case to Barclays for the missing additional bonus cash back. We do
apologize that we had to wait until the transaction was deemed eligible by the
merchant before taking this next step, but we did escalate the issue and the
missing bonus will be credited to your account within the next week.
If you have any additional questions you can contact us at [redacted], or call
us at ###-###-#### Monday – Friday from 9am to 9pm EST.
Thank you for your patience and for being an Upromise
Member,
Customer Care Support Lead
Upromise feels that his has been responded to prior, and that we have provided the complainant with the location of said Member Agreement, Shopping Terms & Conditions, and Offer Details as requested. This has also been supplied to the complainant prior during emailed communications.
Dear [redacted],
We apologize for the length of time it took to research why
your [redacted].com purchase did not show up for the cash back reward, and
understand how frustrating waiting can be. It is certainly not our default, nor
in our best interest, to not give cash back, or slow...
the pace at which cash
back posts. We did escalate your transaction to [redacted].com, and we have
recently received the approval for the 5% cash back reward that they were
offering at the time of purchase. You will see this appear in your “Transaction
History” within 10 business days.
Again, we apologize that your [redacted].com transaction did
not post automatically to your account. This could have been for several
reasons including, but not exclusive to, completing the purchase in a window
not original to the search, or toolbars (ie Ebates, Swagbucks) installed
preventing us from tracking. Please keep these in mind when making purchases
through the Upromise website in the future.
If you have any additional questions please feel free to
contact us at [redacted] Monday – Friday 9am to 9pm EST or via email at
[redacted]
Thank you for reaching out to us and being a valued member,
Upromise Service Support
Upromise feels that his has been responded to prior, and member has been provide with all posted timeframes, policies, and instructions on how to receive funds before the maximum timeframes elapse. Additionally, Upromise has taken the member's constructive feedback under consideration for future enhancements to the service.
Dear [redacted],
When you enrolled as a Upromise member, you agreed
to our terms and conditions and that your use of this site and your
participation in the Upromise service is subject to the Member Agreement. By
enrolling in the Upromise Service, you also acknowledged that you have read...
and
understood the Agreement and that you agree to be bound by all of its terms.
We had identified that you had two accounts that
were involved in a pattern of purchases from Upromise merchant partners for the
apparent purpose of resale or commercial purposes in an attempt to circumvent
the terms of service.
In accordance with the Upromise Shopping Terms and
Conditions (the “Shopping Terms”) eighth bullet down, purchases of products,
services sold or promoted for resale or commercial use of any kind are not
eligible for contributions, and your abuse of the Upromise service in this
manner constituted as a violation of both the Shopping Terms and the Upromise
Member Agreement (the “Agreement”). In addition, this activity also violated
the terms and conditions established by several Upromise merchant partners,
including without limitation, [redacted].com. This information can be found in the
“Offer and Details” link for each merchant partner.
Accordingly, pursuant to Sections 12, 13 and 16 of
the Agreement, we reserve the right to rescind Contributions and to bar further
Contributions to, and terminate your membership if we believe in our discretion
that you are abusing or have abused the Service, including, without limitation,
by engaging in fraudulent activities. As part of the member agreement you also
agreed to forfeit any and all Contributions in the Rewards Account should we
believe in our discretion that you have abused the Service. In good faith we only terminated one of your
accounts with a reminder of previously stated terms and conditions.
In reference to your [redacted].com transactions completed
on 8/20/2017 and 8/23/2017 that you reported missing on 1/23/2018, according to
[redacted].com Offers and Details link, “Missing
college savings escalations that are received later than 90 days after the
purchase has been made will not be honored by [redacted].” Because these were reported beyond the 90 days,
[redacted].com will not research these items for eligibility.
It is important that our members are familiar with
the eligibility requirements when shopping with our online merchants. For more
information on how to shop through Upromise or eligibility requirements, please
visit these resources:
Upromise Online Shopping Terms & Conditions:
http://shop.upromise.com/mall/terms-conditionsUpromise Online Shopping FAQ’s: https://lty.s.upromise.com/member/help/earningRewards.do#online
Additionally, when shopping at
https://shop.upromise.com, always review merchant specific offer details,
including restrictions and special offers by clicking on the "Offers &
Details" links or the "Offer Details" page when clicking over to
a merchant site.
Please feel free to contact Upromise Customer Care
if you have any questions via our online contact us form, by email at [redacted],
or by calling us at 1-[redacted]. We are available to assist you Mon-Fri 9 AM
until 9 PM EST.
Thank you,
[redacted]Customer Service Operations Manager
Dear [redacted],
We are terribly sorry we have
been unable to reach you at the phone number provided on your account, nor have we received a response to our email we sent you on 5/20/15.
Your account has been flagged
for several concerning issues that we have come...
across. These issues are not
only a concern for the integrity of your account, but are also a concern to our
member agreement. In order to release your account and allow you to remove
funds from it we will need some additional information from you.
There are several Upromise
accounts that share the address you have provided to us as part of your contact
information. This address also is showing to be a commercial location in which
the business recently showed to be permanently closed. As it is your
responsibility to keep your member information current, complete, and accurate
this goes against our member agreement. We will need valid address verification
provided to us to confirm the legitimacy of your contact information.
Each of these accounts have a
high volume of positive and negative rewards suggesting possible gaming of the
service. We will need verification of a selection of these transactions to
confirm they are not violating the Upromise or Merchant terms and conditions.
We also have seen in these
accounts recent requests to pull all available funds instead of the typical
request for a portion of the funds. As these amounts are all high amounts
and is not normal withdrawal behavior, this has been flagged as potential
suspicious activity that may have resulted in unauthorized access to your
account(s).
Any information that you can
provide to help support your claims would be greatly appreciated. You can
respond to the email I sent you with any supporting documents, and I will review the
information provided and advise you of our decision. If you prefer you can
reach out to me via the number on my email to you, or to our Customer Service department.
We appreciate your assistance
in this matter and hope to have this cleared up for you soon.
Thank you,[redacted] - Upromise Customer Service Support Lead