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 100transaction. After that, the transaction stop displaying on the missing pointslink. Even though the user is unable to locate the transaction on their missingpoints 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: Hi,
Normally, once an offer has been completed, we are notified by the offerAdvertiser which allows us to automatically credit your account. Butunfortunately, it appears we have failed to receive such notification for thisoffer.
We'd be happy to manually credit your account, but in order to process yourrequest, we must first ask you to verify the offer has been completed. Typically, this can be accomplished by you providing one of the following formsof 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 deleteall confidential information before forwarding).
Once we have received and verified your confirmation proof, your account willbe credited.
If you wish to report an issue for a different offer you have taken, pleasereturn to your "Missing Points" page and click the "ContactTapjoy" link next to the offer you wish to report. Please only submit oneissue per a ticket. If you have already submitted a ticket, you may simplyreply to the auto-response you should have received.
If you have any questions, please let us know!
Thank you,
Saranya
Tapjoy Support
Normallywhen an offer is completed, we are automatically notified by the advertiserallowing us to credit your account. Unfortunately in this case, we have failedto receive such notification. This can occur for a number of reasons including:
- The offer completion was improperly tracked due to browser and/or cookiesettings
- The user failed to meet the offer eligibility requirements. For example, mostoffers are limited to 1 completion per household and limited to newmembers/sign-ups only.
- A technical issue prevented the advertiser from properly communicating theoffer completion notice.
Therefore, in order to credit you for this offer, it is necessary to escalatethis issue directly to the advertiser and manually verify your offer completionand eligibility. Normally, upon receiving our escalation request, they are ableto identify the issue and confirm the offer completion. We are now awaitingtheir response which typically takes between 1-4 days. Should this issue beunresolved 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 aswe receive their response.
Thank you,
Vinoth
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!
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