ComplaintsforFlipcause, Inc.

• Initial Complaint

  11/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  They have been withholding our donations (around 6k currently) for close to a month now despite claiming a transfer time of 7-10 business days. We are small non-profit and this is affecting our ability to operate. You cannot reach anyone on the phone. They ignore emails.

• Initial Complaint

  10/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been with Flipcause for nine years; and, I have been fighting them for at least the past three years, or more, to get the donation funds timely disbursed. They always have an EXCUSE as to why the processing takes so long; and, it is never done the way they have committed to perform. I have lots of evidence to justify my opinion as follows: 1) They use our funds to invest in other short-term things; Therefore, they begin by telling their customer that it takes 7 to 10 BUSINESS DAYS for the funds to be processed. This is too long in today's technology world; however, they want use of the customer's funds as long as they can. Next, when the funds are delayed and the customer complains, they than use the EXCUSE that it is because of poor performance by their processor and for us to be patient with them while they work with the processor to get things corrected within the next 45 days. This is another lie that they have told me several times before; in fact, one of their employees told me that they themselves process the funds and that it is not really a third-party. 2) I believe that they are illegally, or at the least unethically, using funds for major gains for themselves, at the expense of their customers. Even if this is not the case, which I firmly believe is, at the very minimum, they are in breach of their written commitment as to what they are to do such as disbursing the funds in 7 to 10 days instead of 2 & 1/2 months later. 3) Even if all of the above is in doubt, which there is none on my part, they are guilty of not disclosing the fact that they are using hundreds, or perhaps millions, of dollars to make money at the expense of the customer. 4) If you think any of the above is factual, consider that FLIPCAUSE could be subject to a class-action suit. ENOUGH IS ENOUGH! My next step will be to get an government agency to investigate this matter and talk with an attorney.

  Business response

  11/05/2024

  Hello ****,
  
  Thank you for reaching out and sharing your feedback and concerns. We appreciate the opportunity you had to speak directly with our CEO to discuss a resolution. We're committed to supporting your organization and look forward to a positive path forward together and our continued partnership.
  
  Thank you,
  Flipcause

  Customer response

  11/07/2024

   
  Complaint: 22474321
  
  I am rejecting this response because:

      Yes, it is true that the CEO and I had a conversation 3 days ago. During that conversation, he gave me some 'behind-the-scenes" information of how they chose to, and have been, operating in regards to the handling of funds. He stated that he, as the CEO, intended to make changes.  However, in the past, I have heard that same statement with no real changes because it would always fall back to the old way of holding funds for, in some cases, as much as two or three months.

      When you research the various sites online, (including BBB) you can get a sample of some of their customers that took the time to post a review or complaint regarding the disbursing of funds. It is my opinion that the ways that they have been handling our funds are illegal, unethical, and, at the least, a breach of what they represent they will do. 

       At this moment, I need more than just a standard reply to my complaint. I need long-term action not just short-term words and short-term fixes. In addition, I am now fighting this battle for other Flipcause customers, since this issue is hurting them also. Because FLIPCAUSE is holding funds for their own selfish gain at the expense of their customers as well as the people that we, as non-profit organizations, are trying to help in a timely manner; and, it cannot be done unless we have our funds released in a timely manner.

       I told the CEO that I needed a couple days to think and pray about our conversation and figure out exactly what I wanted to do from this point on.  The CEO stated to me that he would check back with me by the end of this week. Therefore, I look forward to his call.

  
  Sincerely,
  
  **** *****

• Initial Complaint

  08/30/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Flipcause collects donations for us and is supposed to remit the funds to us when we initiate a transfer. For the past few months, the payments are either taking up to a month (their stated policy is within 2 weeks) or they don't arrive at all. You cannot speak to a live person -- all you can do is email them and they give us some story about problems with their backend systems that do the transfers.I don't know where else to go at this point to get our money from them.Thanks!

• Initial Complaint

  08/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Flipcause is supposed to transfer our funds to us within 7-10 business days and for the last few years has consistently not done so. They currently owe use money from over 2 months ago.

• Initial Complaint

  08/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  FlipCause was a reliable donor management and merchant account platform until about 2023. For about a year now, they have repeatedly held every funds transfer request out of our FlipCause account into our bank account for months. (For reference, they say transfers take 7 to 10 business days.) Each time this happens, the funds are held for months until I contact them enough times to get it pushed through. Each time, they assure me it was a one-time glitch that has now been fixed. It is obviously not true. It is August. I am still waiting on a transfer of funds that I initiated in mid-June. This has put incredible strain on our non-profit's bank account and operations, and may actually lead us to shut down.

• Initial Complaint

  06/20/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Flipcause is our website management and donation/payment processing software for online donations, and donations made through our digital donation link. Since April 2024, Flipcause has held $4834 in pending donations. I just joined this nonprofit as Executive Director on 5.20.2024. This was one of the first issues presented to me by veteran staff. I wrote Flipcause 3 emails inquiring about the $4834 in processing funds on 6.5.24, 6.17.24, and 6.19.24. I received 2 responses from the Flipcause "Success Team" regarding this issue on 6.5.24 and 6.19.24, promising to forward my request to the Flipcause Accounting Team. The Flipcause Accounting Team never responded and nothing has been addressed or resolved. Almost $5000 of our nonprofit's hard-raised donation funds has been in "pending" limbo in the Flipcause system. I also called on 6.5.24 - no one answered the phone and I left a voicemail. My Office Manager has also called Flipcause numerous times regarding this issue before and after my call on 6.5.24. When the Office Manager calls Flipcause, they never answer, calls are always forwarded to voicemail. Flipcause TOS states that funds might be held up to 10 business days. This current hold has been months long. We had a financial audit on 6.19.2024 with our Board Treasurer and *********************** member, as well as our accountant, and our development staff. Our Board is demanding to know where the funds are. Our Board worked very hard raising funds for our nonprofit in April, and our funds are essentially held captive by Flipcause

• Initial Complaint

  04/26/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Flipcause has collected donations and entered them in to an incorrect account. I have not received my donations towards my 501c3 to the correct account.

  Business response

  05/06/2024

  Hi ********,
  
  This is to confirm we were able to resolve the questions regarding the account charges and associated bank account on file shortly after receiving this inquiry. No donor funds were transferred nor received through the account to date. As discussed, the charges on the account were deductions of subscription payments for the Flipcause platform and not donor received transactions. Additionally, we identified the discrepancy for the bank account on file and were able to resubmit updated bank information for verification.
  
  Please reach out directly to your Flipcause Success Team with any further questions or assistance needed. Thank you.
  

   

• Initial Complaint

  03/22/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  As a donor management system / payment processor, Flipcause (FC) receives and processes donations on behalf of nonprofit organizations. You must request payout of funds from FC to the nonprofit bank account on file. Once requested, generally FC has 7-10 business days to make the payment. We are currently at 60 days from date of request for our oldest request, and the total is now almost $60,000 that they have not transferred ($45k of that is outside the 10 day window, thus late by their standards). I have 2 clients that utilize FC, and both are experiencing very delayed payouts. Using a specific example, we requested $9852.22 on January 22, and 60 days later, still do not have those funds from FC.

  Business response

  04/01/2024

  Dear ***,
  
  We appreciate you bringing your concerns to our attention via the Better Business Bureau. We understand the importance of addressing customer feedback promptly and effectively.
  
  Following your recent conversation with our CEO, ***********************, we have confirmed the pending transfer requests of funds have been fulfilled and transferred to your account. As discussed, we are committed to ensuring your satisfaction and will continue to implement further solutions to prevent any delays in the future.
  
  Should you have any further concerns or require additional assistance, please do not hesitate to contact us. We value your feedback and look forward to continuing to serve you in the future.
  
  Thank you for your understanding and continued support.
  
  Sincerely,
  Flipcause

  Customer response

  04/02/2024

  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.  I can confirm that we have received the funds owed to the nonprofit by Flipcause.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  01/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Flipcause reached out to sell me a website and offer a platform to receive donations as we are a nonprofit ministry. They sent me an email stating my website is ready for review. On opening to review there was no edit button. I could no longer log into the site which I had been able to do in December. I expressed the need to speak with someone to educate me on how. I was informed they didn't do that. I said I was promised support. They said it was through email. I sent 6 emails saying I could not log in receiving emails that did nothing to address being able to login. When I asked for a refund I received an email saying the cancellation was being processed then received an email saying they would call me which unfortunately I had scheduled appointments during that time and I really just want my money back. The only way that they offered to talk with me was upon asking for a refund. But in their final email they tell me that I don't have a website but they have $1,500 of our money. I do have a zoom video that I can provide if you need to see what was promised. The email stating I don't have a website is attached to the heading "your website is ready for review". I really feel like I have been scammed, this is not a company I choose to do business with after the **************************************** Check please!

  Business response

  01/24/2024

  Flipcause is a fundraising software for non profits to use our tools to take in donations or build out event pages. That is our *********************. In addition to our platform we do offer a free website build and hosting services as just an added bonus. It is not what we are known for but we do so to help a lot of the organizations that come to us, to rebrand and refresh the look and feel of existing sites they might use to overall create a better user experience for their donors when making donations. All of this is outlined on our website on our features tab : ***********************************

   

  After signing up with Flipcause a website preview does get build to see if the customer would like to take advantage of this addition at no extra cost. It takes about 2 weeks and we do send them a preview link to review the build and that is what ***** got. Those are actually the emails she screenshotted and sent over as proof that she did receive a preview link of the website we created for her. Here is that link again for review:   ****************************************************************************************************************************

  Her first initial email contact with us was 1/15/24 where she does confirm she received the preview link of the site and wanted education or training to work on the website with a member of the team. We explained to her in an email the following day 1/16/24 that we would be happy to assist her but that we do not offer meetings or calls. It is just not part of our support model and all requests and questions are handled via email (see screenshot of this email attached). We also provided her with instructions on how to log into the account and edit the site herself if she likes and tutorial/ video guide on how it all works.

  The email thread continues with her informing us that she is disappointed by the support model and doesn't think email support is the proper way to assist. This is also where she mentions having a difficulty logging into the account expressed interest in discontinuing services because of this issue.Our account manager stepped in that same day (1/16/24) to realign expectations and make sure she had an idea of what Flipcause offers and how our support team works (screenshot attached of full message sent to customer).
  
  She still insisted that logging into the account was an issue and was frustrated with the process. We did provide her screenshots, links, asked her to follow steps to reset her password to access the account. At this point she requested cancellation which we confirmed we would be happy to process. The following day 1/17/23 our cancellation team reached out to her to set up a call in order to close out the account. A phone call by this department is warranted and one they schedule to ensure the customer has all funds, reports, information, and all of their concerns about the transition are taken care of as the last point of contact. See attached screenshot from our cancellation team member ******* and her response.

  She also did not want to schedule the call with the team after offered an available time slot and requested for cancellation and her money back as she claims we never created the free website option for her. This is where her statements of reporting us to the *** and the BBB came into the conversation if she did not receive her refund in 24 hours. See attached screenshot of said conversation.

  We would have issued her a refund on the call that she did not want to have and also processing a refund takes 3-5 business days on our end and not something we can expedite further. 
  
  After her last statements we did email her that we were unable to call or leave a voicemail to inform her that we have just processed her cancellation and issued her a refund. That she also received a refund confirmation from the accounting team. See attached screenshot.

  So she has received her money back for her purchase of our fundraising software which included the free website, which we did build. Customer seems to have had difficulty with the service model or simply logging into the account.

   

• Initial Complaint

  05/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  There were two donations made May 2, 2023 and May 18, 2023 After multiple attempts on to contact Flipcause they have only responded once to let me know that they can only respond via email. They still have not addressed my issue not contacted me since.I am requesting that Flipcause process payments and deposit the full donations and the service charges into the organizations account and cancel my service. I am unhappy with their services and lack of communication.

  Business response

  05/30/2023

  We sincerely apologize for the inconvenience you've experienced. Our records confirm that we've addressed your concerns, processed your donations, and per your request, we've also canceled your service effective May 30, 2023. We regret that we didn't meet your expectations initially, but we've taken your feedback to heart and are making improvements to our service. If you have any further questions or concerns, please feel free to reach out.
  Best,
  Flipcause

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩