- Report: #677652
Report - Rebuttal - Arbitrate
Complaint Review: TapJoy
TapJoy111 Sutter St, 3rd Floor San Francisco, California United States of America
TapJoy Offerpal Refuses To Honor Their Agreement By Providing Points For Completed Offers San Francisco, California
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Over the past month I have been dealing with TapJoy trying to get credited for completed offers. Over time I have not received credits for a lot of offers but I am only pursuing those that I have both full proof of completion and paid (or will pay) a larger than normal price for (i.e. memberships/commitments).
My first issue with this company is that the offers I choose don't show in the offer tracking section. Oddly enough, if I successfully complete an offer it shows immediately in this section. When I first began using TapJoy (then, Offerpal) in June any offer I clicked whether completed or not was shown in this section. If I had problems I could click "Contact Support". I'm not certain when my offers stopped showing correctly but it has definitely gotten my attention now that I'm having problems.
I have notified TapJoy about this and after several canned and irrelevant responses they tell me "Our system has the ability display up to 100 transaction. After that, the transaction stop displaying on the missing points link. Even though the user is unable to locate the transaction on their missing points link, Tapjoy has the ability to see those in the users history.". Hmmm, now how is it that my completed offers still show but not my pending/incomplete offers?
As for my missing game currency. Since late November several offers that I have tried to complete for my currency (gems) in a facebook game called Dream World have not been credited. Now I have been charged for all the offers and I have proof for each. The first canned response from them is always asking to provide proof for any uncredited offers. Well I gathered all my confirmation letters/emails, screenshots and card account statements and comprised an email to their customer support.
At this point I thought I was gaining ground but in the end it yielded nothing but more canned responses and delays. Eventually I started getting a new level of canned responses that seemed to show sympathy. They start by saying how unfortunate or how sorry they are for my issues but, they continue by still delaying a resolution. I have had to resort to emailing these people daily and still nothing. I never receive any updates from this company unless I contact them. It's almost as if they just hope I go away.
I've searched the internet and seen that several more users are having the same issues as me and also I took note that the EXACT same responses are being given to them all. My top two responses that I receive over and over are:
Normally, once an offer has been completed, we are notified by the offer Advertiser which allows us to automatically credit your account. But unfortunately, it appears we have failed to receive such notification for this offer.
We'd be happy to manually credit your account, but in order to process your request, we must first ask you to verify the offer has been completed. Typically, this can be accomplished by you providing one of the following forms of documentation:
- Offer confirmation email
- Copy of purchase order or receipt
- Confirmation SMS text message/Pin number
- Screenshot of offer completion page
- Screenshot of installed application
- or screenshot of credit/debit transactions from your account (please delete all confidential information before forwarding).
Once we have received and verified your confirmation proof, your account will be credited.
If you wish to report an issue for a different offer you have taken, please return to your "Missing Points" page and click the "Contact Tapjoy" link next to the offer you wish to report. Please only submit one issue per a ticket. If you have already submitted a ticket, you may simply reply to the auto-response you should have received.
If you have any questions, please let us know!
Normally when an offer is completed, we are automatically notified by the advertiser allowing us to credit your account. Unfortunately in this case, we have failed to receive such notification. This can occur for a number of reasons including:
- The offer completion was improperly tracked due to browser and/or cookie settings
- The user failed to meet the offer eligibility requirements. For example, most offers are limited to 1 completion per household and limited to new members/sign-ups only.
- A technical issue prevented the advertiser from properly communicating the offer completion notice.
Therefore, in order to credit you for this offer, it is necessary to escalate this issue directly to the advertiser and manually verify your offer completion and eligibility. Normally, upon receiving our escalation request, they are able to identify the issue and confirm the offer completion. We are now awaiting their response which typically takes between 1-4 days. Should this issue be unresolved beyond this time frame, please feel free to respond to this email.
We apologize for the inconvenience and delay, but we will update you as soon as we receive their response.
When I first received the messages asking be to wait 1-4 days, I actually waited 5 business days before responding and I only received yet another canned response.
After waiting an entire month and having provided proof, just what information does this company need? Most of the offers I completed were only on a trial basis and now I'm stuck in some hefty memberships while I still await for TapJoy to fulfill their obligations as promised.
I'm not leaving these issues alone and I'm not stopping until they acknowledge me!
This report was posted on Ripoff Report on 01/01/2011 10:51 PM and is a permanent record located here: http://www.ripoffreport.com/r/TapJoy/San-Francisco-California-94104/TapJoy-Offerpal-Refuses-To-Honor-Their-Agreement-By-Providing-Points-For-Completed-Offers-677652. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.
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