Ibotta, Inc.

Hello, Thank you for the questions regarding the phone number on your accountUpon review of the user's account, the user requested a phone number change on 8/8/The user requested that the Sprint phone number be removed from her accountOn 8/11/2017, the user linked a Google Voice phone
number to her accountUnfortunately, the Ibotta app is not designed to work with 3rd party messaging apps or VoIP numbersCompatibility with these types of services are not guaranteedHowever, if the user is able to remember the Google Voice phone number that she linked to her account on that date, the team will be happy to remove the phone number for her so that she can cash out her earnings.Please refer to Ibotta's Terms of Use Section in regards to carriers that are currently compatible. Unfortunately, if the user does not remember the phone number that she linked to her account, we are unable to assist her furtherAs a part of our privacy and security, the user must provide the currently linked phone number in order to make any changes to her accountWe apologize for the inconvenience and hope that the user can provide the numberThank you

Hello, Thank you for your concern regarding your accountUpon review of your purchases and your account, you have been credited properly for the 2% *** *** rebateThe rebate details are:• 2% cash back is only valid for the gross merchandise purchasedCash back is not valid on taxes, fees,
promotions, and coupons• Rebate NOT valid on gift card purchases• Rebate NOT valid on online purchases or at home deliveries• Rebate NOT valid on Mobile, *** *** or *** branded products• Rebate NOT valid on Virtual Reality products• Ibotta offers may not be combined with other promotions using QR or barcodes at checkout• A rebate is limited to one redemption per user• If your in-store purchase is canceled or returned, your earnings will be reversed and your Ibotta account balance will be adjusted accordingly• Offer excludes all receipts from ***.com• Offer excludes in-store pickup receipts from ***.com• Subject to *** ***’s Return and Exchange Policy• Terms subject to change• Users may earn up to $dollars for each purchase at *** ***• It may take up to hours for Ibotta to update the status of your rebate• Earnings will be pending for days after purchase.Please note that the rebate clearly states: "A rebate is limited to one redemption per user." The user made one return and two purchases on 5/13/Based on the receipts provided by the user, the users initial purchase that was eligible for rebate credit was almost $and the user was properly credited $for this purchaseThe user made a second purchase which is in clear violation of the rebate details stated.We have properly credited the user and educated the user about the rebate details.Thank you and have nice day

Complaint: [redacted]
I am rejecting this response because: I appreciate that my account has been reactivated and done so in a timely manner.  However,  My friend's accounts are still closed. Each person's  account was linked to a seperate mobile device and email address. I believe the problem arose because I had signed in to their accounts using my phone. I  would like all other accounts unlinked from my device so that they may try to contact the company about their accounts. 
Sincerely,
[redacted]

Hello, Thank you for the concern regarding your account. It appears that you have had correspondence with one of our representatives. Based on our review, we have chosen to permanently deactivate your account.We verified that receipts submitted to us, through your account, were redeemed for...

rebate credit then the items were returned after receiving cash credit from Ibotta. Per Ibotta's Terms of Use, Section 10.2, users may not redeem, or attempt to redeem, Ibotta offers for products that have not actually been purchased and retained, or for products that have been purchased but returned to a store or online vendor, following purchase. Regardless of the intentions, such actions violate our Terms of Use and provide clear evidence for Ibotta to terminate a user's account, reverse or correct user rewards balances, or take other actions as appropriate. Due to the nature of our business, we reserve the right to suspend accounts either temporarily or permanently if users violate any section of our Terms of Use. At this time, we will be unable to reactivate your account. Thank you for your cooperation and understanding.

Hello, As stated previously, upon completion of the review, we have determined that a substantial amount of rebate credit was earned outside of our Terms of Use. All of these funds have been removed from your account. Unfortunately, the account will remain suspended indefinitely. However, we do see that some of the balance was redeemed in accordance with our Terms of Use. A few days prior, we contacted you stating that we will unlock your account for no more than 24 hours so you may cash out the remaining balance. After 24 hours, the account will be permanently shut down. We will now open your account again, but if funds are not collected in 24 hours, they will remain suspended in our system. Thank you for your cooperation and understanding.

Hello, Thank you for the concern regarding your account. We have completed a second review of this user's account and have decided to keep the user's account deactivated. In order for a user to redeem a rebate, in most cases, the user must scan the barcode on the product to verify the correct...

product was purchased.  The user submitted two different receipts claiming multiple rebates. The user scanned the eligible products and their either: a) Purchased a lower priced product, or b) Did not purchase the product at all. In the user's first submission, the user claimed purchase of two products that were not on the receipt at all. In the second submission, the user claimed several products but instead purchased more inexpensive items. It is apparent that the user is attempting to redeem high value rebates when they actually did not purchase the correct product eligible for rebate. However, the user is scanning the correct product while in the store, in the hopes that our system will accept the rebate and the user will be credited.  Unfortunately, we are choosing to keep the user's account deactivated. Thank you for your understanding.

Hello [redacted],Thank you for the explanation and concern regarding your account. It appears that you had some correspondence with one of our representatives. We have completed the review of your account and based on our review, we have chosen to deactivate your account.We have verified that you have...

attempted to refer more than one account that uses the same account or purchase information. Per Ibotta's Terms of Use, Section 10.11, users may not exploit or attempt to exploit Ibotta’s referral bonus program in an effort to earn illegitimate referral bonuses or credit(s). This includes the following: inviting oneself on an additional account or inviting others who share the same mobile device.Users shall not be eligible to earn referral bonuses if they invite other users who share the same mobile device, create multiple accounts, or attempt to exploit our referral program in any way. Such actions violate our Terms of Use and provide clear evidence for Ibotta to terminate a user’s account, rescind any referral bonuses, or take any other actions as appropriate. Due to the nature of our business, we reserve the right to suspend accounts either temporarily or permanently if users violate any section of our Terms of Use. Additionally, it appears that you have already been given the opportunity to withdrawal your earnings and you have done so completely. Thank you for your cooperation and understanding.

Hello, Thank you for the concern regarding your account. The user contacted Ibotta on Thursday, 11/30/17. The user was responded to by our Team on Saturday, 12/2/17. She replied the same day asking why her account was locked. The user was then contacted Tuesday, 12/5/17, and educated that she...

was able to withdraw earnings at her leisure. We appreciate the user's feedback regarding the duration of time our team responded to her in. We apologize for the extra day that our team took between 12/2 and 12/5 to complete validation of her account. If the user has any further questions, we suggest that she reach out to the Care Team. Please be aware that the holidays are a very busy time for many and we ask that users grant us 72 hours for a response from the general Care Team. Thank you for your understanding and happy earning.

Hello, Thank you for your feedback of Ibotta. Upon review of the user's account, the user's account has never been locked or deactivated. The user's account was in an inactive state until 12/2017 and the user received inactivity fees. More information about inactivity fees can be found in our...

help center and in our Terms of Use. Unfortunately, we were not able to find any specific instances of the user's remaining claims and would appreciate further information so that we can address the situation. The Ibotta Care Team's last correspondence with our Team was regarding a receipt that was submitted on 10/21/17 but was dated 10/11/17. Unfortunately, this is outside of the 7 day submission time frame for purchases. If the user would like further information and possible resolution regarding her claims, please provide specific instances so that we can further investigate and assist the user. Thank you and have a nice day.

Hello, Thank you for the concern regarding your account. We have completed a second review of your account. Based on our review, we have chosen to permanently deactivate your account.We verified that you have submitted receipts that were first submitted by another user. Per Ibotta's terms of...

use, Section 10.3 users may not upload receipts to Ibotta that have already been uploaded by you or another user (regardless of the rebates being redeemed by each user).We have verified that you have attempted to refer at least one account that uses the same account or purchase information. Per Ibotta's Terms of Use, Section 10.11, users may not exploit or attempt to exploit Ibotta’s referral bonus program in an effort to earn illegitimate referral bonuses or credit(s). This includes the following: inviting oneself on an additional account or inviting others who share the same mobile device.Users shall not be eligible to earn referral bonuses if they invite other users who share the same mobile device, create multiple accounts, or attempt to exploit our referral program in any way. Such actions violate our Terms of Use and provide clear evidence for Ibotta to terminate a user’s account, rescind any referral bonuses, or take any other actions as appropriate.Due to the nature of our business, we reserve the right to suspend accounts either temporarily or permanently if users violate any section of our Terms of Use.Thank you for your cooperation and understanding.

Hello, Thank you for the concern regarding your account. We have completed a review of your account and as a one-time courtesy, we reactivated your account on 7/7/17 for use with the understanding that future behavior that violates our Terms of Use may result in a permanent suspension of your...

account.We verified that many receipts submitted to us, through your account, violate Ibotta’s Terms of Use, Section 10. They can be viewed here: https://ibotta.com/docs/termsTo learn more about the types of receipts that are acceptable to submit, view this link: [redacted]Please review our Terms of Use to avoid suspension in the future. They can be viewed here: https://ibotta.com/docs/termsIf you have any questions or concerns please let us know. Have a great day!

Hello, Thank you for the concern regarding your account. The user's account was automatically deactivated for multiple accounts sharing a device. Per the Ibotta Terms of Use, Section 11, each unique mobile device may not be associated with more than two (2) user accounts. As a one-time...

courtesy, we have educated the user about this section of our Terms with the knowledge that future infractions will result in permanent deactivation and we have reactivated the user's account (completed on 12/8/17). The user withdrew their earnings on 12/8/17. If the user has any further questions, please direct them to the Care Team for assistance. Thank you and have a nice day.

Hello, Thank you for the concern regarding your account. We were able to follow up with the Care Team and found that your account was credited with the [redacted] offer today (11/21/17). We ask that the user refresh her app to view her earnings. Thank you and have a nice day.

Hello, Thank you for the concern regarding your account. Unfortunately, the user is speaking about a bonus that is related to an offer and not the offer in question. As a ONE time courtesy, we have granted the user $5.00 as a Confusion bonus. As stated, we recommend not submitting receipts for single use offers if the user experiences an issue with their first submission. Secondary submissions will occupy the credit of the offer and will not be reversed or replaced. Please let us know if you have further questions about your account. Thank you and have a nice day.

Complaint: [redacted]
I am rejecting this response because:i am family of six people that goes to the corner convenience store a few times a day. I never had a problem until they updated their app. I submitted three or so any receipt when they were denied. It wasn't even the same day. I did nothing wrong and really like the app, my total amount of rebates is less than$70 total. This is ridiculous and unfair. I want my account reactivated. They were very rude and unhelpful.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: That's a bunch of crap, I earned the funds. If security is an issue, I am the owner of the account, I earned the funds that are available to me. I can email you a copy of my Driver License, passport etc. You guys refuse to send me my earned money because of a phone number? That is [redacted].
Sincerely,
[redacted]

Hello, Thanks for the concern regarding your account. The user's account was locked from withdrawing her earnings due to a high value receipt with an offer credit of over $100. Our system automatically flags receipts of this nature for a review from our team. The user's account was locked on...

3/26/18 and was then unlocked on 4/1/18. The user withdrew her earnings after being unlocked. We appreciate the user's understanding of our need to review accounts with receipts of this value. Please let us know if you have more questions about your account. Thanks and happy earning.

Hi there,Thank you for bringing this to our attention. It seems as though this user has been deactivated due to submitting receipts for rebates and then returning the items purchased to falsify redemptions.Per Ibotta's terms of use, Section 10.2, users may not redeem, or attempt to redeem, Ibotta...

offers for products that have not actually been purchased and retained, or for products that have been purchased but returned to a store or online vendor, following purchase.Unfortunately our Account Review team has decided to suspended this account indefinitely. However, we are permitting a 24 hour withdrawal period for the user to obtain their earnings. After this timeframe, the account will be closed.If the user has any further questions, please have them contact [redacted]. Thank you and have a great day!

This so called excuse came less than 3 hours after I was informed that my complaint had been sent to the business. This is completely retaliatory and I am going to accelerate my complaints to the next level.
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

Hello, Thank you for the concern regarding your account. It appears that you have already had correspondence with one of our representatives. As stated previously, we have completed the review of your account and we have chosen to permanently deactivate your account. We verified that receipts submitted to us, through your account, were redeemed for rebate credit then the items were returned after receiving cash credit from Ibotta. Per Ibotta's Terms of Use, Section 10.2, users may not redeem, or attempt to redeem, Ibotta offers for products that have not actually been purchased and retained, or for products that have been purchased but returned to a store or online vendor, following purchase. Regardless of the intentions, such actions violate our Terms of Use and provide clear evidence for Ibotta to terminate a user’s account, reverse or correct user rewards balances, or take other actions as appropriate. We work with brands to deliver high-quality rebates to our users, who we pay cash to, for items being purchased and retained.  When users operate outside our Terms of Use they are breaking this contract.  If we allowed our users to continue this behavior we would jeopardize our reputation and relationship with our brand affiliates and other users.Due to the nature of our business, we reserve the right to suspend accounts either temporarily or permanently if users violate any section of our Terms of Use.Thank you for your cooperation and understanding.