Complaints

• Initial Complaint

  03/12/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Oct 13 issue using the flipgive app. Asked to login,invalid credentials. Tried with ** took me to an account my name with 0 earnings 0 gift cards. My account had $86 or so in earnings & gifts cards with balances. Oct 18 requested help via the chat to speak to someone about the issues & missing money. Oct 19 got a response from Ace. Oct 20 I responded & also called the support line no coach available left message no call back. Ace responded in chat with questions so he could look for the right account. Oct 22 I responded but I never received a response. Oct 23 phoned support line no coach available left message no call back. Oct 25 I messaged the chat for any update & that I tried calling but no one called back, No response.Oct 30 called again no one available left message got a call back later around 5ish. The girl on the phone was able to find my account & said it was deleted.I never deleted the account & why would I if I had almost $90 in earnings to put towards my son's soccer team & open gift cards.I was told once it's done it can't be undone. I explained I didn't do it & shouldn't lose money for something I didn't do.She would need to speak to her supervisor but it was the end of the day so wouldn't email me tonight with an update but would tomorrow. No email received.Nov 4 haven't heard back sent message in the chat no responses again.Nov 6 still hadn't heard emailed *******@******** what happened & lack of help/support.Received email (Janet)explaining steps that need done before you delete an account. Located the gift cards & put them into the other account which they said at first they couldn't do.No mention of the missing earning or what happened. Responded with who can I speak to about the missing earnings & that I don't think it's understood I didn't deleted the account & shouldnt lose the earnings raised for my son's team.3wks later and no response or resolution.There has been plenty of time to investigate & update me & resolve the issue of lost money.

  

  Business response

  21/01/2025

  Hi *****,
  Thank you for your patience while we gathered the necessary information regarding your case.
  
  Based on our records, here are our findings:
  
  On October 15, 2024, our records indicate that your FlipGive account was deleted. As explained by our Support Team, account deletion can only be initiated by the end user. This feature is designed to ensure the integrity and security of your account. During the account deletion process, we clearly state that any remaining funds will be forfeited, and we advise users to keep a copy of their gift cards for their records.
  
  We understand that there were funds left in your account and that you also had gift cards with some remaining balances. After discussing this with our Support Team, I can see that we were able to locate and reinstate your gift cards to your newly created account using ********@*********.ca which you've regained access to. We also retrieved a total of $434.52 in leftover funds from your previous account. To resolve this matter, we've issued this amount back to the Personal Account associated with ********@*********.ca. You should see the funds available immediately (*** **********). Please note that you can access these funds at any time by transferring them to any team of your choice.
  
  Thank you again for your time.

  Customer response

  23/01/2025

  
  Complaint: ********
  
  I am rejecting this response because: just like the other responses sen to me have all made it out that I did this action in deleting my account. I can assure you 100% that is not the case. I explained this on the phone and via emails I did not delete my account . I never went through the deletion process but was told and shown via a picture sent in an email response to me that I would have had to type the word delete to the finish the process and that's where it also shows that cash cards would need to be copied. I did not do that step either. What that does show and tell me is that it can all be done in a few steps once in the account. That there is no 2nd step verification outside the account to confirm the process. If an email or text message had been sent saying a request to delete the account was received if this is correct please click continue I would have known this was happening and would have been able to stop it as again I did not delete this account. As I previously stated as well I didn't have access to my account it wasn't allowing me to login saying invalid credentials so if I didn't have access to my account how could I delete it. At the time all this was happening like stated before there was approx $86-90 in earnings. You are saying you retrieved $434.52  of leftover funds. Where did that amount cone from as I know there wasn't that amount there. Which leads me to think if you investigate and found this amount then more things have been happening with my account. I see that amount has been added to my personal account but I have not transferred it to my son's soccer team account as this is defiantly more than my account had shown was there. Feels like something more is possibly going on. You mentioned the feature of the deletion can only be initiated by the end user and this is designed to ensure the integrity and security of the account.  However, the way it is your saying and the process with no outside of the account verification. Anyone who has access or Gaines access to these accounts can complete this process of deletion.  As Ican assure you I was not the user in this process and  Without having an email or text sent to me for a verification of this process I was unaware of it happening and unable to stop it from happening. At first I was upset about the loss of earning for my son's soccer team but now it is more about the fact that I am continually being told that I am the one that did this and deleted my account. It is very upsetting to me that I am being accused of something I didn't do and that this could possibly happen to someone else. Every response has been that I must have done this and I did not. Ask yourself if there was Luke you say $434.52 in funds and gift cards in my wallet why would I want to lose all that and delete my account. I am worried now for the account I have as I have been earning for my son's soccer team but it seems more obvious to me that something more maybe going on with the integrity and security of my account which is trying to be turned back on me. Thank you for taking the time to respond to my complaint but want you to know and understand that I did not perform the steps to delete my account and that there needs to be a different verification step so that the actual account holder can stop the process if they recive a request like this and it's not them. I would not like this to happen to others.
  
  Sincerely,
  
  ***** *********

  

  Business response

  30/01/2025

  Subject: Transfer Details and Account Security Updates
  
  Hi *****,
  
  Thank you once again for your patience! I've attached three snippets of the transfers our team located from your Personal Account to various teams. The total amount came to $434.52, which was credited to the new account under ********@*********.ca. This amount was issued to your current Personal Account under the same email ********@*********.ca on January 21, 2025, at 9:44 AM. As mentioned earlier, you can transfer this amount to any active team of your choice at any time.
  
  Here are the details of the transfers we found:
  
  - **CAD $57.02**: This is the most recent transfer amount recorded in your Personal Account before it was deleted on October 15, 2024.
  - **CAD $279.93**: This transfer was made from your Personal Account to a team on August 2, 2024, at 7:24 PM.
  - **CAD $97.57**: This transfer occurred from your Personal Account to a team on May 7, 2023, at 4:50 PM.
  
  After a final review, our team confirmed that the last two transfers ($279.93 and $97.57) have already been paid out on the dates listed above. However, as a gesture of goodwill, instead of deducting these amounts from the credited total of $434.52, we would like you to keep the additional $377.50.
  
  Additionally, FlipGive is in the process of implementing new security measures for our system. These will include two-factor authentication (2FA) text message verification for gift card transactions, payout requests, and account deletions. We also added a confirmation email two months ago that is sent to the user's registered email upon account deletion. Previously, we only provided on-screen confirmation at the time of deletion. We hope these new measures will offer more clarity to users during this process and maintain a clear record post-account deletion.
  
  Please let us know if there's anything else we can assist you with, *****. Thank you once again for your patience. If you need help accessing the $434.52, please don't hesitate to reach out.

  Customer response

  02/02/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Would have just been nice to hear an apology and that they realize that I did not delete my account
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  10/05/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I sent my first request to withdraw funds on February 28, 2023. I sent my second request to withdraw additional funds on March 28, 2023, as well as a request for an update on my original withdrawal. I was told that day that the original Feb 28 request was being expedited. April 3, 2023, FlipGive explained that the SECOND request failed and they would issue a cheque instead if I sent them my address, which I did that same day. I sent a third and final request for the remainder of our funds on April 17, 2023. I have sent follow up emails to find out what's happening and where the money is on April 18, 21, 24, 27, and May 8. I have tried to phone several times (no live answer or returned call to my voicemail yet). There is $1,583.90 that I have been waiting for and have yet to see any of the funds, or even get a response to let me know what's going on. And in the meantime, I have had to disperse funds to the team and am out of pocket.

  

  Business response

  10/05/2023

  Hi ******,

  Thank you so much for taking the time to flag these concerns. We took a look at your account, and see that 2 payments were successfully processed and deposited:
  
  1. Payment ID *****for CAD $1,032.63 (successfully processed for deposit on Mar 28 2023 05:17PM)
  2. Payment ID ***** for CAD $400.00 (successfully processed for deposit on Mar 28 2023 04:40PM)

  We just conferred with our Finance team, and they've informed us that these 2 payments that were processed actually bounced back on March 30th from account number: ******** with **** for reason of the account being closed. 
  
  We were able to locate the third and final payment in the amount of CAD $151.27 for Payment ID ***** that was requested on Apr 17 2023 07:46PM. We apologize for the ongoing delay in processing payments as we have been experiencing an overwhelming amount of payout requests in the last few months. We can submit a request with our Finance team to have the last payment expedited and reissue the two payments that bounced, but of course want to ensure it gets set to an account that is active. We've sent you a follow up to your last email asking where you would like the x3 payments directed. We look forward to hearing back and getting this resolved for you asap. Thanks so much ******!
  

• Initial Complaint

  14/03/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  11/10/22 – I sent a message via chat and shared that I had requested a check for our team back in August and it wasn't sent until early October. During that time the team completely disbanded. 11/23/22 – FlipGive customer service responded via chat: My Finance Department confirmed that if you void the check, we can return the funds to the team's balance, and then disburse them to the Personal Accounts of each individual team member. That way, everyone that raised something will get the exact amount that they raised and can then do whatever they'd like with it. If the above sounds good to you, we'll just need you to write VOID on the cheque, rip it in half, and send in a picture of it so we can confirm that it's been voided. 12/1/22 – Picture of voided and ripped check sent to FlipGive via email. Requested that the funds be disbursed back into the individual accounts. 1/6/23 – Sent follow-up message via email as the funds had not been added back into the individual accounts. 1/19/23 – Sent a second follow-up message after no response from 1/6/23 message. 1/21/23 – Sent a message noting that funds were added back into accounts; however, it was under the closed team. Asked the following questions: How do the families transfer the funds to personal accounts since the team was closed? The $136.95 that was added back to the team. Can players transfer it to personal accounts? Can the money in the account be transferred to a different team? 2/24/23 – Sent another message via chat. No response as of 3/10/23. >> I cannot find a way to reactivate the team account to disperse the funds to personal accounts. While the funds are minimal, my child has approximately $90 that we cannot access. I need help so these players do not lose these funds. In the mix of all of the emails and chat messages, I also tried calling and left a message. No one has responded.

  

  Business response

  24/03/2023

  Hi *******,

  Thank you for taking the time to escalate your recent experience with getting the funds on your team disbursed. I've asked that Ace, the agent who was originally helping you sort this out reach out to you again. He's updated me and let me know that the issue has been resolved. Thank you for your patience, if you run into any more issues in the future please contact us at *******@********.com. Have a great weekend *******!

• Initial Complaint

  15/12/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We have had a fundraising account since 2020 on FlipGive and raised $667.85. October 4, 2021, I submitted my bank information and requested a withdrawal of those funds. We never received the funds, so I submitted my bank information/request again on November 9, 2021 and again on November 11, 2021. Each time I received a notice that my bank information was "approved" and to expect the funds in 5-7 days. On September 1, 2022, after realizing we still never received these funds, I submitted the request a THIRD time. I also submitted a support request and Nick from FlipGive replied on September 5, 2022 stating there was an issue with my bank information and asked me to submit it again. I did and received confirmation on September 6, 2022. On November 14, 2022, I submitted my payment request AGAIN, because still no payment was ever received, then reached out to their support team again on November 22, 2022. On November 25, 2022, Ryan from FlipGive responded to my message stating they went ahead and "approved" my bank details. I submitted the withdraw request a SIXTH time, and still never received payment. **** ** ******* **** * **** ******* ** **** *****.

  

  Business response

  28/12/2022

  Hi *****,

  Thank you for your inquiry. We've taken a deeper dive into your team's payment history, and here's what we found:
  

  We can see in our records that you absolutely submitted your team's banking info several times (*** ******** *****), and each time it was approved by a member of our Customer Support team. What happens is each time you went in and re-submitted your banking information, it put your team back into the queue for approval. It looks like that became a cycle so you were not able to get to the point to submit the actual request for withdrawal because you were resubmitting the information, as a result of not seeing the payment. We see that a request for withdrawal was finally made on Dec.15th, and the payment was processed a few days later on Dec. 19th. Because there are 2 steps (the first being to submit team payment info first, and the second being to submit a request for withdrawal only after it's been approved) required before getting to the final stage of being able to submit a request for withdrawal, we have seen it create some confusion amongst our teams from time to time. We sincerely apologize for the frustrating cycle you went through. Our Finance team has also been overwhelmed in the recent months due to a high increase in the number of withdrawal requests due to the holiday season which also resulted in delays for payments. 

  Finally, we do see record that your team's payment ID ***** submitted on Dec 15th was processed in the amount of USD $667.85 on Dec 19 2022 05:17AM. We kindly ask you to verify your linked bank account ending in **** for the deposit. While we did extend our payment timeframes to manage the increase in withdrawal requests, we will return to our previous withdrawal schedule in 2023 to ensure all of our teams can get their payments faster. Thank you for your inquiry *****, and we hope to see you and your team on FlipGive in the new year! 

• Initial Complaint

  06/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  For families including aunts and uncles donated money to our team in FlipGive is not giving it back to us that is our money our cash and they should be giving it to us and they are not they told me back on the Cember first that they were releasing it and I have it within two weeks it is now December 6 and we do not have the money these parents want their money back and they want it back now. This is the worst company I have ever worked with

  

  Business response

  12/12/2022

  Hi *****,

  Thank you taking the time to share your concerns. We were able locate the payment request for bank transfer you submitted for your team ******* **** ****** *** on November 3rd 2022. The payment for your team was processed on December 6th 2022, you should see the funds deposited into the linked bank account by now or with the next few business days. The timeline for bank transfer payments to process once a request for withdrawal is submitted is 15-20 business days, we sincerely apologize for the delay in getting your team's payment processed within the communicated time frame. Due an increase in payment requests submitted during the holiday season, we are experiencing a slight delay in getting payments processed in the communicated time. We appreciate your feedback, thank you so much for your kind understanding. Thanks *****!

• Initial Complaint

  25/11/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On November 13 (*** **** *********), through FlipGive, I have made a purchase on *******'s website after carefully reading the exclusions (flipgive activity number *******2). I was supposed to get a 3% cashback credited to my flipgive account based on the value of the items I bought (*** **** *********), for a total of $13.50. The purchase consisted of two items a **** SSD and ******** Keyboard. As I didn't get the amount automatically, I submitted a claim to FlipGive for the purchase (*** **** *********) - claim number *****. I received a reply from FlipGive that my cashback claim was denied. I received a separate reply for each item. FlipGive argued that the **** SSD was rejected for being an excluded item (*** **** ******** *). FlipGive rejected the ******** Keyboard on the grounds that it was an ***** Product (*** **** ******** *). I responded to FlipGive contesting their denial/refusal of my claim on the grounds that these two products were not on the list of exceptions (*** **** ******** *): that the ******** product was not an ***** product (!!!) and that an **** SSD is not a computer, a laptop a tablet, a PC or a ********** as per the first item on the exclusion list. Flipgive replied to my message contesting their denial by saying that both items are "Computers & Tablets" (*** **** ******** *). So here, they changed their argument to deny the ******** Keyboard probably realizing their error and trying to give a new reason. The exclusion list is clear: "Computers (Laptops, Tablets, PCs and **********s). An **** SSD is not any of these items. Neither is a keyboard. The difference between what are computers/laptops and what are SSDs/Keyboards are obvious. If you go to a store to buy a "computer", store staff won't bring you to SSDs or keyboards because everyone knows the definition of 'Computer". FlipGive was wrong to deny my claim by not applying it's exclusions appropriately. I want the cashback ($13,50) they owe me before the fundraiser ends.

  

  Business response

  30/11/2022

  Hi *********,

  Thank you for sharing your concerns. After reviewing the escalations you've submitted, I found that the missing claim credits were issued to you on November 26th after you submitted your response from the denied claim to our Customer Support team. It can sometimes be tricky to pinpoint the exact items against the various categories that each retailer lists. With that, after a secondary review, the amount $13.50 was issued to you in the form of a FlipGive credit on Nov 26th for your **** *** missing claim from Nov. 13th 2022. We ensured that it is correctly reflecting on your account. Thank you for understanding and for sharing your concerns. 

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