Ebates Ebates.com does not recognize purchases through their site , Internet

We do look into all customer complaints.  In cases where we are contacted, we investigate and try to earn credit for our members if possible.  We then politely respond.  We only have this member's first name, so I won't be able to find the message that we sent at the time, but this does seem to be misrepresented.   If the member will provide their full name, I'm sure that I can more completely respond to this report.

Ebates has an A+ rating with the Better Business Bureau.  Ebates also
has 100,000 raving fans on Facebook.

Here are the links to prove it:
https://www.facebook.com/#!/ebatesshopping

http://www.bbb.org/greater-san-francisco/business-reviews/internet-shopping/ebates-shoppingcom-in-san-francisco-ca-20543