ComplaintsforCouponCabin, LLC

• Initial Complaint

  11/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Whom It May Concern:I am writing to file a complaint against CouponCabin due to an invasive and unnecessary request for personal information, which raises concerns about privacy and security.On November 15, 2024, I received an email from CouponCabin stating that in order to reopen my account, I must provide a photo (not a scan or copy) of the front and back of a state-issued drivers license or other government-issued photo ID. Additionally, if the address on my ID is not current, I must also submit a utility bill from the last 90 days as proof of residency.I find this request to be excessive and inappropriate for a cashback program, especially considering that I have not been informed of any specific reason for the account verification process. The company has not provided adequate justification for this requirement, and I am concerned about how my sensitive personal information will be stored, used, and ultimately disposed of.Efforts to seek clarification on this matter have been met with vague responses, and CouponCabin has not provided an alternative method of account verification that does not involve exposing sensitive documentation. This lack of transparency and flexibility is troubling, especially as it places unnecessary burdens and risks on their customers.I am seeking the following *************** clear and detailed explanation of why this level of documentation is required.2.An assurance that my data will be handled securely and deleted permanently after use, with evidence of these processes in place.3.Implementation of alternative, less invasive methods for verifying accounts.I hope that by bringing this matter to the BBBs attention, CouponCabin will reevaluate their policies and adopt a more customer-friendly approach to account verification.I would also like to receive the full amount of cashback on my account that I am due to receive.Thank you for your assistance in resolving this issue.Sincerely,****

  

  Business response

  11/15/2024

  CouponCabin is a completely free service that provides its members with substantial cash back rewards for clicking links and making online purchases. That said, CouponCabin has systems in place which are designed to protect both our **********+ cash back members, like yourself, and our *****+ cash back partner stores. In part, it's because of these systems that CouponCabin can offer such INCREDIBLE cash back offers, like $100 back on $100 orders, that you just can't find anywhere else. Account verifications typically take just a few minutes and once verified, accounts are immediately restored. If you're uncomfortable sending us your state-issued photo ID, there are seven other documents that you can use to verify your account. Please note that this information is in no way shared or used for any purpose other than this account verification and once the process is complete, all documents are permanently deleted.

  Customer response

  11/15/2024

   
  Complaint: 22560643
  
  I am rejecting this response because:
  
  

  This reply is the exact same message that you sent me in our initial email exchange. You did not address my specific concerns or the core issue I raised in this complaint.
  
  
  I have repeatedly asked for a clear, specific justification for why sensitive personal documents (such as a state-issued ID, utility bills, or passports) are required for account verification in a cashback rewards program. CouponCabin has refused to provide any explanation beyond referring to their generic terms and conditions, which is inadequate and concerning.
  
  
  I strongly believe these practices are misleading and potentially predatory, as they entice customers with cashback offers only to deny access to their accounts and demand sensitive information without justification. Their refusal to provide a transparent response raises red flags about the security and privacy of my information.
  
  I respectfully request the BBB to follow up with CouponCabin and encourage them to provide a meaningful response that directly addresses these concerns.
  
  A summary of when you will be able to reactivate my account, WITHOUT your repeated copy-paste responses.
  A detailed response providing what lead you to believe my account needed to be closed, WITHOUT copied and pasted messages that you provided me before or that you provided to other CouponCabin users who faced the exact same problem caused by you.

  
  Sincerely,
  
  **** ******

  

  Business response

  11/18/2024

   As outlined in the CouponCabin terms and conditions that you agreed to multiple times, "As a condition precedent to earning and receiving any payment of Cash Back, you will need to provide the information necessary to set up your account and process any payments, which includes your real name and a valid mailing address in *****************...in certain instances you may be required to provide additional information to CouponCabin, including documentary information, as necessary in the sole and exclusive discretion of CouponCabin. Such documentary information may include but is not limited to state-issued drivers licenses or other government-issued photo identification documents, and/or utility bills or other proof of residency documents."
  
  Also, in an attempt to address your concern about security, we suggested seven other documents that you could send in lieu of a state issued drivers license or ID card. Please note that this information is in no way shared or used for any purpose other than this account verification and once the process is complete, all documents are permanently destroyed.  You may submit your documents using the secure "Contact Us" page on ************************.  Please select the "I'd like to verify my account" option, where you will then be able to attach your documents which are then securely transmitted to us.  I've included a link to this page below:
  
  *****************************************************************
  
  Please note that failure to provide sufficient documentation will result in your account remaining in its current, frozen status. Please note that once the proper documentation is submitted and reviewed, we will be happy to immediately process any applicable cash back payments.  Again, all submitted documentation is permanently deleted after a verification is complete.
  

  Customer response

  11/18/2024

   
  Complaint: 22560643
  
  I am rejecting this response because:
  I am requesting for BBB Intervention in m complaint against CouponCabin.
  
  Thank you for forwarding CouponCabins response to my complaint. However, their reply is, once again, a copy-and-paste of the same message they have sent me repeatedly throughout this process, both via email and in this BBB complaint thread. This response fails to address my specific concerns or provide any meaningful resolution.
  
  
  I have asked CouponCabin for clear, specific justification for their demand for sensitive personal documents (state-issued IDs, utility bills, passports, etc.) in order to reopen my account, which was flagged after I followed their cashback programs rules. Instead of explaining why this level of personal information is necessary or how it relates to the verification process, CouponCabin continues to refer me back to their generic terms and conditions.
  
  
  This lack of transparency is highly concerning. Their refusal to engage in meaningful dialogue about their processes raises significant red flags regarding the security of my personal information and the legitimacy of their business practices. Furthermore, their repetitive, non-specific responses show a lack of good faith in resolving this matter.
  
  
  I respectfully request the BBB to intervene and hold CouponCabin accountable by:
  1.Encouraging them to provide a detailed and transparent explanation for their demand for sensitive personal documents.
  2.Investigating whether their practices align with ethical business standards and consumer privacy protections.
  
  
  I believe their actions may mislead consumers and potentially put them at risk of privacy violations or identity theft. I urge the BBB to take this matter seriously and assist in reaching a resolution.
  
  
  Thank you for your time and attention to this matter
  
  
  Sincerely,
  
  **** ******

• Initial Complaint

  10/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was using coupon cabin as a friend told me that they had a better program than other online/app based cash back programs. I had an account that I rarely used in the past but decided that I would give it a shot. I did all the bonus plan items such as add the extension, sign up for the app, read their 11 best list, etc. I placed my first order using the member bonus coupon for $100 off $100 at Hobby Lobby. I was having issues logging in so I tried resetting my password - which wouldn't work. I emailed customer service and they responded that it was fixed - it still wasn't working. I received a response from ***** *. Vice President of Customer Success saying the issues I was having was resolved. I responded that they were not and then got the response that they deactivated my account because of violations. I am assuming the violation is that I logged on through my ******** account when my email wasn't working - but it still took me to my same account. Although this is a great program to have it is only great if it works and is not the hassle that it has become for me. I have spent hours trying to problem solve this because it does appear that this is a better program than others - but it has gotten to the point of just being ridiculous.

  

  Business response

  10/12/2024

  CouponCabin has very few rules and the rules we do have are in place to make sure we can pay as much cash back as possible; it’s how we’re able to offer such incredible cash back offers, like $100 back on $100 orders, that you can’t find anywhere else. In addition, we make sure these few rules are prominently highlighted across the site when using our cash back program. That said, when accounts are identified as trying to circumvent these rules, we have no choice but to close those accounts.
  

  Customer response

  10/14/2024

   
  Complaint: 22410813
  
  I am rejecting this response because:

  Whatever happened with the account happened in error. I DID NOT try to claim the coupon twice. Which even if that was the case, this is such an aggressive approach. Coupon Cabin originally responded to me that they had fixed the errors and that my account was good as evidenced in the attached screen shot of the response from Kerry P., VP of Customer Success.  It was only after that when I tried to log on and it didn't work that I went through Facebook. When I did that I was able to log in and saw that the coupon was still available which lead me to believe it had not been activated. I also saw that I had received less than $2 cash back for that purchase and not the $100.  This also lead me to believe that the coupon had not been activated. It is very concerning whenI researched my issue that others have had similar experiences.  My main concern is that Coupon Cabin then tells you that your cash back that has not been redeemed is also forfeited.  Which I then assume that Coupon Cabin claims. I have family members who work in affiliated marketing and consulted with them on this practice. It is not a common practice for a company to do this to customers. I don't understand why they can't simply resolve this rather than have to go through BBB and possibly a legal route to rectify this situation. 
  

  The communication from Coupon Cabin is a canned response that upon my investigation I have seen almost word for word on other customer complaints. If they have an executive committed to Customer Success - I would think they would be trying to solve this problem that customers are having. 

  
  Sincerely,
  
  Tammi Nelson

  

  Business response

  10/14/2024

  As mentioned, our security system identified both your account (tamminel@comcast.net) and computer network (Internet Protocol (IP) address: 66.41.144.239) as severely violating the terms and conditions that you agreed to multiple times including when establishing your CouponCabin account. Please note that due of the severity of your violations, under no circumstances can your account be reinstated.
  
  Under these terms and conditions, which you agreed to on Mar. 10, 2018 at 8:49 PM when creating your account, and which you most recently reconfirmed your acknowledgment of on Oct. 11, 2024 at 9:01 AM, while multiple people who use or share the same computer network/IP address may have their own CouponCabin accounts, only one account per computer network/IP address may redeem cash back offers marked as having limited quantities for "Members Only." Because two accounts shared the same computer networks and both claimed offers marked for Members Only, as per the CouponCabin terms which, again, you have repeatedly agreed to, the cash back in your account was completely forfeited. That said, as a courtesy, we adjusted your cash back to the standard cash back rate.

  Customer response

  10/15/2024

   
  Complaint: 22410813
  
  I am rejecting this response because:
  Multiple accounts did not share this IP address. I simply logged in from my email which wasn’t working, so I subsequently logged into the same account which showed the same cashback balance as my email account. This was the exact same account for one person, not multiple people in my home. I am the only person that would log onto my account. I don’t see two accounts . There is one account created using this IP address. I actually contacted CouponCabin for technical assistance. If I was violating policies, why would I reach out For help and point out that I logged in through Facebook and my email which again is the exact same account.and why did I receive a response from Keery P that all was good. It wasn’t until after that that my account was deactivated. It seems that other customers have had the same problem when trying to use the members only coupon which I am a member so I’m not sure why I can’t use a members only coupon. 
  

  I am expecting my cash back for the Hobby Lobby hundred dollars as well as the cash back that was forfeited, I am uncertain of how you distinguish this as a severe violation of your policies. If that’s the case, I’d hate to see what you do to people that actually try to manipulate the system. Please respond with how I can expect to receive the cash back that  That I earned.

  Sincerely,
  
  Tammi Nelson

  

  Business response

  10/16/2024

  We can verify that the two accounts below have used the same computer network/IP address to claim and redeem coupons marked "For Members Only" which, as stated is a violation of the CouponCabin Terms & Conditions for which you have agreed to multiple times.

  tam****l@comcast.net
  chadntam****1@gmail.com

  Please note that both accounts above were created under the name: Tammi Nelson
  

   

  Customer response

  10/17/2024

   
  Complaint: 22410813
  
  I am rejecting this response because:
  

  The email chadntam****1@gmail.com is not associated with me or any person in my family.  I have never seen this email and I don't know anyone named Chad.  It could possibly be a neighbor?  The only email that I used to access the account was tamminel@comcast.net and I logged in through Facebook when my direct email did not work. 

  
  Sincerely,
  
  Tammi Nelson

  

  Business response

  10/17/2024

  While we are not able to speculate on who the second account may be, we can confirm that this second account used the same computer network to claim a coupon marked as being for Members Only as your account did.  As such, multiple accounts using the same computer network which claim coupons marked for Members Only is a violation of the CouponCabin terms and conditions.

  Customer response

  10/17/2024

   
  Complaint: 22410813
  
  I am rejecting this response because:
  

  The second account does not belong to me. We do have neighbors around us and I don't really understand why I am being held accountable for an account that is not mine. This is a flaw in your policy.  Not on the user end.  I have read other complaints that people have been told that emails that are not associated with them have been the cause of their deactivation.  Where is the Customer Success here? I have not benefited in anyway from this - rather it has caused so much frustration on my end. I can understand it being a severe violation if I benefited in any way from some kind of second login - which now see that was not mine anyways. This whole time I was thinking it was my Facebook login that caused the issue. I am willing to fight for the consumer rights on this issue so that others don't continue to encounter the same frustration and brick wall.  There is an issue with your IP address policy and how emails not even associated with customers are being led to customers being accused of violations unfairly. 

  Sincerely,

  
  Tammi Nelson

• Initial Complaint

  10/08/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I used CouponCabin to make a purchase from ************ recently. The purchase took place on 9/27/24 and the entire transaction was handled through the CouponCabin app. My wife and I were shopping for snow pants for our toddler and found we could claim a deal from CouponCabin for $75 off a $75 purchase. This was a Members Only offer and I was apprehensive to use since Ive been burned on this in the past with CouponCabin but I thought this time I will watch every step and ensure Im following the rules completely. I claimed the offer, then immediately proceeded to complete the purchase through the CouponCabin app without leaving it and made the purchase successfully. Then came the follow up. I noticed I didnt get a credit from CouponCabin for the $75 purchase and I followed up within a couple days. I was then told I didnt qualify for the offer because my purchase had some other promo code or other companys discount (which is untrue). My ******** purchase shows no coupons were applied and no promos were exercised. In the following days I reached out many times to CouponCabin(CC) to resolve the issue and they mainly told me it was my fault, ******** said the purchase wasnt completed correctly and I was out of luck. I asked to speak to Columbias contact to find out what what wrong, and was denied by CC and told I wasnt allowed to talk to them. ** claimed they received no commission on the purchase although they had all tracking info since it was completed through their app. Something has to be flawed on their end since I used their app and followed all rules to a T. I need help in rectifying this issue and I would like to receive the $75 I was promised in the Member Only promo.

  

  Business response

  10/08/2024

  Please note that CouponCabin does not offer an unconditional promise of cash back. We receive a commission for orders that are successfully tracked back to CouponCabin, and we then share this commission with members in the form of cash back. If a store does not pay us our commission, for any reason, we will not be able to credit cash back.  In speaking to our store contacts about your order, they informed us that your order was credited to a different website and not to CouponCabin.com. Like us, I'm sure you'd love to know who got credit for your order, but Columbia has a strict policy of not sharing this information with us. I'm sure you're frustrated, but please understand that we're on your side here in that CouponCabin did not receive our commission for your order either (and we sure wish that we would have).

• Initial Complaint

  08/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My girlfriend and I both had $150 pending in cash back from CouponCabin. I cannot view the exact date that we were supposed to receive our checks in the mail because they deactivated both of our accounts. I live in a different address than my girlfriend and on numerous occasions when I visited her apartment we would look at CouponCabin deals just for fun and sometimes we even decided to indulge in their coupons. One time my girlfriend decided to make a purchase from Macys for $150 to receive $75 cash back from CouponCabin. A few days later I thought that it was a good idea and while at my girlfriends house I decided to redeem the same coupon. So we both redeemed this coupon at the same address but on completely different accounts. A few weeks before we were supposed to request our cash back checks, amounting in a total of $300 ($150 each because we both made multiple coupon redemptions) our accounts were locked and we had to contact coupon cabins support team to unlock our account. I contacted the support team and despite asking them multiple times why we cannot redeem a coupon on the same IP address with different accounts, they did not give me an answer. They offered $8 as a compensation and said they would deactivate both our accounts indefinitely. So in total we spend over $600 to be able to redeem the $300 cash back that we were promised, but they would not and did not hold up their end of the deal. Nowhere in their terms and conditions does it state that different users/accounts cannot be in the same apartment or make orders on the same IP address. It just doesnt make sense and when I concretely asked them this, they did not answer and kept saying they can only offer me $8. We spend a ridiculous amount of money in the hopes that we would also save money on these purchases. It is not right and my girlfriend and I are still really upset about this. I can provide both our IDs and even the support email chain.

  

  Business response

  08/05/2024

  CouponCabin has very few rules and the rules we do have are in place to make sure we can pay as much cash back as possible; its how were able to offer such incredible cash back offers, like $100 back on $100 orders, that you cant find anywhere else. In addition, we make sure these few rules are prominently highlighted across the site when using our cash back program. That said, when accounts are identified as trying to circumvent these rules, we have no choice but to close those accounts and remove the invalidly earned cash back.

  Customer response

  08/05/2024

   
  Complaint: 22090774
  
  I am rejecting this response because: the response does not address my issue at all. I am saying that their terms and conditions do not justify what has happened in my situation. No where in their terms and conditions do they say that different accounts cannot be in the same location to redeem coupons. They are simply trying to make this situation go away with words that have no meaning behind them. I deserve my cash back and my girlfriend does as well. We had $300 pending in cash back and this is inexcusable. We have friends and family members who have done this exact same process, used and redeemed coupons in the same apartment and location and they have received their cash back checks and their accounts were never deactivated. This is an unacceptable response and holds no merit. Please ask them to show you where it is written in plain terms that my partner and I cannot use the same coupon at the same IP address. It does not make sense at all and it actual defers business and flat out misleads consumers. My girlfriend and I have been scammed of a little over $300 and they are trying to dispute this on false claims. Please look into their terms and conditions and you will see that there is nothing that states different accounts cannot be in the same location to redeem discounts. Thank you. 
  
  Sincerely,
  
  ***************************

  

  Business response

  08/05/2024

  Under these terms and conditions, which you agreed to multiple times, while multiple people who use or share the same computer network/IP address *** have their own CouponCabin accounts, only one account per computer network/IP address *** redeem cash back offers marked as having limited quantities for "Members Only." Because two accounts shared the same computer network and both claimed offers marked for Members Only, as per the CouponCabin terms which, again, you have repeatedly agreed to, the cash back in your account was completely forfeited. That said, as a courtesy, we offered to adjust your cash back to the standard cash back rate for which you declined.

  Customer response

  08/06/2024

   
  Complaint: 22090774
  
  I am rejecting this response because: this still makes absolutely no sense. What difference does it make if I went home that day and redeemed the coupon instead of redeeming the coupon at my girlfriends house. Its two separate verified accounts. 

  
  Sincerely,
  
  ***************************

  

  Business response

  08/06/2024

  Since $150 back on $150 orders is an offer you can't find anywhere else on the internet, there are limited quantities of these offers available.  In fact, only 10 of these $150 offers were made available.  As such, the use of these offers are limited to one per computer network/IP address. By you and your girlfriend using the same computer network across both of your accounts to claim and redeem these offers is a violation of the terms of this offer which, were very clearly posted and for which you have repeatedly agreed to.  As such, due to this Terms violation, the invalidly earned cash back was revoked.

• Initial Complaint

  07/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I selected one Member-Only Coupon from Coupon Cabin, and after I purchased the qualifying amount, Coupon Cabin locked my account (they don't have to pay the cash back reward if the account is locked). They said they couldn't share details as to why, but required government documentation and utility statements. My account was created with an email address and password, so those documents wouldn't be able to verify my account anyways based on the information they had. And I wasn't trying to cash out my cash back yet, either. Highly inappropriate and scammy. No rewards accounts need government documents or bill statements. If they require those documents, they should do so when setting up the account, not after someone has purchased something. They must be upfront about that.

  

  Business response

  07/24/2024

  CouponCabin is a completely free service that provides its members with substantial cash back rewards for clicking links and making online purchases. That said, CouponCabin has systems in place which are designed to protect both our **********+ cash back members, like yourself, and our *****+ cash back partner stores. In part, it's because of these systems that CouponCabin can offer such INCREDIBLE cash back offers, like $100 back on $100 orders, that you just can't find anywhere else. Account verifications typically take just a few minutes and once verified, accounts are immediately restored. If you're uncomfortable sending us your state-issued photo ID, there are seven other documents that you can use to verify your account. Please note that this information is in no way shared or used for any purpose other than this account verification and once the process is complete, all documents are permanently deleted.

  Customer response

  07/25/2024

   
  Complaint: 22034450
  
  I am rejecting this response because it does not address the issue of not verifying the account before money is spent. Also, the seven other documents are full of personal information. Furthermore, account verification is not necessary at this step as I was not trying to cash out my rewards yet, nor would it be if I was requesting a digital form of payment like an email gift card. Locking an account is highly inappropriate after money is spent. I repeat, if you require this level of personal documentation, it needs to be done BEFORE customers spend money. 
  
  Sincerely,
  
  ***************************

  

  Business response

  07/25/2024

  As outlined in the CouponCabin terms and conditions that you agreed to multiple times, including on Apr. 24, 2024 at 1:41 PM when creating your account. "As a condition precedent to earning and receiving any payment of Cash Back, you will need to provide the information necessary to set up your account and process any payments, which includes your real name and a valid mailing address in *****************...in certain instances you may be required to provide additional information to CouponCabin, including documentary information, as necessary in the sole and exclusive discretion of CouponCabin. Such documentary information may include but is not limited to state-issued drivers licenses or other government-issued photo identification documents, and/or utility bills or other proof of residency documents."
  
  Please note that failure to provide sufficient documentation will result in your account remaining in its current, frozen status with its cash back pending. Please note that once the proper documentation is submitted and reviewed, we will be happy to immediately process any applicable cash back payments.

  Customer response

  07/25/2024

   
  Complaint: 22034450
  
  I am rejecting this response because:

  As I've noted before, I hadn't tried cashing out yet, nor did the Cash Back even hit my account. While I understand what you are saying about needing me to verify an account before sending me a check, we weren't even to that point yet. So that "agreement" argument is completely void. You were just avoiding having to apply the cash back because you won't allow me to earn those rewards if my account is locked, let alone cash them out. And also, scammers will say anything for personal and private information, so bless your little heart that you'd think I'd actually take your word for it that those documents are safe. Your business practices are so under-the-table and fishy. So YOU note, I've already deactivated my account with you. No, I'm still not sending you government IDs or utility bills. Do better. 

  
  Sincerely,
  
  ***************************

• Initial Complaint

  04/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I won a $100 at Amazon through Coupon Cabin. I had to then spend $100 at ******, which I did and then get reimbursed through coupon cabin. I sent them the required documents. They agreed I did win, but suspended my account due to unnatural account actions noticed. They required proof of my identity and address. I sent them a valid Michigan drivers license with my drivers license number, picture and birthdate blacked out. It was easily seen that my my name, address and Michigan state license was legit. Said it wasnt good enough. Send a copy of the un-blacked out license to a special site to be reviewed by one person and deleted. Right! Hello! Like the supposed one person looking at the info couldnt pass it on etc. Identity theft is rapid. I would be crazy to send my complete license, birth certificate (which is my maiden name and does not show and address etc.) It seems to me something is very fishy. I win, am told I won, they probably get paid the $100 by Amazon and then amazingly suspend your account and ask for info that anyone with half a brain would not send. I wonder if they get to keep the $100 from Amazon? Why else would thy make you jump through hoops (oh yes and saying I agreed to it when I signed up..righthow convenient). So according to them all funds I have accumulated till now have been forfeited and my account closed without this very personal info that could easily be stolen. I think there is a lot more to it than meets the eye and Amazon should be notified that I did not get the $100.

  

  Business response

  04/23/2024

  CouponCabin is a completely free service that provides its members with substantial cash back rewards for clicking links and making online purchases. That said, CouponCabin has systems in place which are designed to protect both our **********+ cash back members, like yourself, and our *****+ cash back partner stores. In part, it's because of these systems that CouponCabin can offer such INCREDIBLE cash back offers, like $100 back on $100 orders, that you just can't find anywhere else. Account verifications typically take just a few minutes and once verified, accounts are immediately restored. If you're uncomfortable sending us your state-issued photo ID, there are seven other documents that you can use to verify your account. This information is in no way shared or used for any purpose other than this account verification and once the process is complete, all documents are permanently deleted.  Please note that Members Only offers are promotional offers run by CouponCabin and not our partner stores.

  Customer response

  04/24/2024

   
  Complaint: 21616155
  
  I am rejecting this response because:
  The two pieces of ID that I have that are on their list to verify identity is my drivers license and birth certificate, neither of which I will provide. If that is your policy so be it. You should really inform people of this prior to their spending $100 at these stores (which in my case I am obviously not going to be reimbursed).
  Sincerely,
  
  *************************

  

  Business response

  04/24/2024

  Unfortunately, as stated in our email correspondence, we are unable to accept documents that are altered or redacted in any way.

  Customer response

  04/25/2024

   
  Better Business Bureau:
  I am not satisfactory with the results. I can see I will never be granted the $100 I won so I will give up. There is no reasoning with Coupon Cabin and mostly generic responses sent in return. Since they ask for documentation that could easily result in ID theft I will just stop doing business with them. I still wonder what happens to any funds they do not provide to winners and if that is why they make it so difficult to collect your winnings. I will sign off on my complaint as I see it will never go anywhere. 
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  04/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I was charged the maintenance fee and the business did waive the fee as a one time courtesy which I appreciated but I was never told that this fee is a reoccurring fee until you make another qualifying cashback. But their bonus cash is extremely difficult to achieve. All of my purchases turned out to be unqualified and then I was being charged the maintenance fee yet again. If they keep taking money out I will never be able to hit the cash out amount threshold. Itd be great if theyd stop it the 3.50 maintenance fee they charged back. I finally was able to make a purchase that actually qualified for a cashback today!!

  

  Business response

  04/15/2024

  Please note that the maintenance fee was outlined in the terms and conditions for which you accepted multiple times including on May. 24, 2022 at 7:04 PM when creating your account, and which you most recently reconfirmed your acknowledgment of on Apr. 13, 2024 at 4:12 PM.  Also, on Mar 11, 2024 at 11:03 am when we emailed you regarding the one-time courtesy credit, our email to you, in part, said:
  

  "Please note that according to the terms of our cash back program, if you do not make a cash back-eligible transaction within 365 consecutive days, a maintenance fee will be applied to your account. This fee will continue to be applied each month until a cash back transaction is made. If a transaction is not made, the fee will be assessed next month. Once a cash back transaction is made of any size, the requirement will be met for the next 365 days."

  Customer response

  04/22/2024

   
  Complaint: 21572497
  
  I am rejecting this response because:
  Ive never received any response from the business and the business now just closed/deactivated my account saying I violated the policy without ever even notifying me.  When they took out the maintenance fee they never give any notifications either beforehand to let us remedy the situation to avoid the maintenance fee.  I was never notified about the deactivation this time too probably because I filed a BBB complaint against them and out of rage not only they dont want to refund the mainenance fee, they closed my account too!!!  It is extremely unprofessional!  I would like this case to be reopened or marked unanswered.  Ive notice on Reddit and many other websites, a lot of people exerpeience similar issues too.
  
  
  Sincerely,
  
  ****** ****

  

  Business response

  04/22/2024

  We received an email from you on March 11 at 10:48am and replied to you just 15-minutes later at 11:03am saying that we had removed the maintenance fee and updated your account balance.  Please check your SPAM folder if you do not see this communication.  For your reference, I have included a copy of our correspondence below. Please also note that this note mentions "If a transaction is not made, the fee will be assessed next month."
  
  ===
  
  This is all set, ******. I've applied a $3.50 credit to your account which you can see by clicking the link below:
   
  *********************************************************
   
  Please note that according to the terms of our cash back program, if you do not make a cash back-eligible transaction within 365 consecutive days, a maintenance fee will be applied to your account. This fee will continue to be applied each month until a cash back transaction is made. If a transaction is not made, the fee will be assessed next month. Once a cash back transaction is made of any size, the requirement will be met for the next 365 days.
   
  That said, so that we may further assist you, would you please provide us with the specific dates and store information for which you feel you are missing cash back?
  
  ************
  Vice President of Customer Success
  ******************** Team Member since 2014

  ===

  Customer response

  04/23/2024

   
  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.

  However, I can't access my account anymore to see the refund back into the account.  The account has been deactivated by Coupon Cabin.  Yesterday one of the ** agents said they will mail me the check.  I've provided the address already.  Will I receive the check of all of my rewards in the form of a check?

  Sincerely,
  
  *********************

• Initial Complaint

  03/17/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  There is a coupon for ********** that will give 55 percent off the entire order plus free shipping. The code is 58GZPVKR. I have tried putting in this code twice now and it has been rejected. There are dates involved 03/17/24 - 03/20/24. I am trying to order a Jackery 3000 and extra color panels. Can you help me with this complaint?

  

  Business response

  04/11/2024

  CouponCabin places over ****** test orders every week to help ensure that we never post a coupon that doesn't work. While we do our best to remove invalid coupons, from time to time however, coupons do slip through the cracks.  Since CouponCabin aggregates coupons from online stores and does not create these codes, we can not guarantee coupon accuracy since stores are in full control of the coupons they offer.
  

  Customer response

  04/12/2024

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  01/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been a member of Coupon Cabin for approximately 10 years, and have recommended the app to many. One of these referrals was to my son, while he was visiting me for the holidays. He was impressed with the amount of cash I had earned, and immediately signed up for an account. Because he was in my home, he was using my IP address. My account was subsequently flagged for violations of policy, and when I contacted Coupon Cabin they informed me that it was because an account in a different name than my own had been created from my IP address, and my account was therefore placed on temporary restrictions. I explained what had happened, and was told that the company had no control in this matter, that my account was temporarily restricted. Because I did, however unwittingly, violate policy, I accepted the restrictions, assuming that temporary indeed meant temporary. After a year of restricted activity, I contacted Coupon Cabin and asked that restrictions be lifted,and was once again told that the company had no ability to lift restrictions. It has now been over 2 years, and I wrote again, requesting that restrictions be lifted. Once again, I was denied, and told that there was no way to have restrictions lifted, or even to be told how long they would be in place. I cannot understand the company's reticence to reinstate my account, as there have been no further violations.

  

  Business response

  01/28/2024

  CouponCabin has systems in place which are designed to protect both our ********** cash back members, like yourself, and our *****+ cash back partner stores. In part, it's because of these systems that CouponCabin can offer such INCREDIBLE cash back offers that you just can't find anywhere else. Please understand that these are intended to be unobtrusive and while we can't share the specifics of how our systems work, please understand that these are in place for both your account protection and for the protection of our cash back partner stores.

  Customer response

  01/29/2024

   
  Complaint: 21208554
  
  I am rejecting this response because:

   

  This is simply the same auto-generated response that I get every time I ask to have restrictions lifted from my account. I believe that, given the circumstances I described, 2 years is far from "temporary", and there seems to be no way to have an actual conversation beyond this rote response. It seems absurd that, when referrals are an integral part of membership, I am being penalized for having made a referral to a guest in my home. I understand that I indeed violated policy by allowing the account to be set up using my IP address, but this was an honest mistake on my part, and one that I am sure has been made by other loyal members. Two years is an excessive amount of time for a "temporary" restriction, and I am merely asking for my account to be restored to unrestricted status. It should be more than evident from my account history that I have been a loyal customer. I believe my request is completely reasonable,especially when considering that the restrictions on my account only do 2 things-- prevent me from purchasing gift cards, and prevent me raising my payment threshold above $10. I cannot understand why Coupon Cabin is so reticent to return my unrestricted status. 
  
  Sincerely,
  
  *************************

  

  Business response

  01/31/2024

  Unfortunately, we are unable to share the specifics of how our security systems work or how long an account may be restricted to receiving payments by check, which again, are processed under the same frequency as all other payment methods.  In looking at your account, I can see that during the period for which your account has been restricted to a check payment, zero of the 12 checks mailed have been cashed.
  
  Please be aware that the possibility of this check payment requirement was outlined in the terms and conditions that you agreed to on Nov. 25, 2014 at 6:46 AM when creating your account, and for which you have reaffirmed your acceptance of multiple times, most recently on Nov. 24, 2023 at 5:19 PM.
  

  Customer response

  01/31/2024

   
  Complaint: 21208554
  
  I am rejecting this response because:

  Once again, I have not been given any answer other than that you are unable to share details of your security system. I have not asked for details of your security system. I have asked for restrictions to be lifted, to which your response is always an auto generated "we cannot release details of our security system".  There apparently is no process under which one can communicate with an actual person in real time, or appeal any decision. Furthermore, yesterday I received an email informing me that because I reached out to the BBB to help resolve my situation, you have punitively cancelled my Coupon Cabin account. It was my hope that an impartial third party would assist me in getting an explanation about the restricted status. Rather than cooperating, Coupon Cabin chose to cancel my account, once again, with no option for me to appeal this decision. As someone who has reportedly been in the top 10% of app users, according to your own records, I find it incredulous that you would opt to punish a loyal member of your community rather than work together towards a mutually satisfactory resolution. 

  
  Sincerely,
  
  *************************

  

  Business response

  01/31/2024

  Unfortunately, we are unable to share the specifics of the unnatural activities that your account continues to display which is causing our security systems to restrict your cash back payments to a check. As previously stated, we have continued to send your cash back payments on the normal payment schedule but none of the checks have been cashed. 

  Customer response

  02/01/2024

   
  Complaint: 21208554
  

   

  I am rejecting this response because:

   

  This is the first time I have been told that my account "continues to display" suspicious activities. In fact, to the contrary, U have specifically been told that there appear to have been no further issues with my account, and that it was in good standing. The more I pursue this complaint, the more nefarious the practices of Coupon Cabin become. You are unable to tell me what ongoing activity in my account is causing flags to be raised? I am genuinely confused -- other than making a referral in my own home and allowing that person to create his own account while using my IP address, a one time occurrence, I am mystified as to what other activities are raising flags. I have not referred anyone else to the app since I was tagged for a violation. I have only done what I assume everyone does -- open the app, select a business, and shop. I think that if my account is being continually flagged, and now cancelled, for ongoing suspicious activity, I should at least be informed as to what specific activity, so that I may correct what I am unknowingly doing wrong, or determine whether my account has been compromised. Being told that I am violating policy but you can't tell me how, or even what specific policy , is not the action of a transparent company.
  
  Sincerely,
  
  *************************

  

  Business response

  02/02/2024

  Correct, our systems are in place to protect both our ********** members and over ***** cash back partner stores.

  Customer response

  02/03/2024

   
  Complaint: 21208554
  
  I am rejecting this response because:  

  Once again, this is not a response. Of course your policies are in place to protect your members and the businesses they frequent. In no way does that statement respond to my question, which was what is the ongoing violation that you are suddenly referring to, given that up until this week, when I have inquired about the restrictions on my account, I have been told that the restrictions were placed due to a one time instance where a new account was created using my IP address, and that no further violations had occured. Now that I have reached out to a third party in an attempt to have my account returned to unrestricted status after 2 years, you have first unilaterally cancelled my account and now claim that violations you cannot disclose have been ongoing. 
  
  Sincerely,
  
  *************************

  

  Business response

  02/05/2024

  It's important to note that while your account has violated CouonCabin's Terms and Conditions in the past, the restriction to check payments was not due to any Terms violation.  Rather, and as previously stated, our systems detected unnatural activity with your account and simply restricted your account to receiving it's cash back payments by check.  These check payments contained the full amount of cash back which you earned and were made at the same frequency as all other payment methods.  The restriction to payments by check was included in the terms and conditions which you agreed to when creating your CouponCabin account. Further, you reaffirmed your acceptance of these terms six times in the last three years, most recently on Nov. 24, 2023, at 5:19 p.m. CT. 

• Initial Complaint

  12/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was told my account had been canceld becuase they said i violated terms beucase another member shared the same ** address as my account. I replied back and demanded to know the ** address and to reinstate my account, they replied back with the wring ** address that wasnt even mine. I even sent them screen shots of my ** address. I have asked for proof and they refuse to send me like actual proof of this..just some stupid random ** address. They said im banned for life...that i have severly violated their terms. I have done no such thing. I wasnt even waiting on cash back....i didnt even have cash back pending. They just canceled it. They said they was another account that used the same computer and that accou t was canceled so someone else account was canceled..even if there was one..becuase like i said the ** address they gave me was not even mine. They are scamming people..having them send in personal documnets.. or just having them shop only to make thier mony from the store with the promise that we get this money...but then they cancle our accounts. This is not ok. What if older people who know nothing about ** address sign up and use same computer....is coupon cabin going to steal thier money too. I want mt account reinstated. I never shared the same ** address becuase the one they provided was not mine

  

  Business response

  12/06/2023

  CouponCabin has very few rules and the rules we do have are in place to make sure we can pay as much cash back as possible; its how were able to offer such incredible cash back offers, like $100 back on $100 orders, that you cant find anywhere else. In addition, we make sure these few rules are prominently highlighted across the site when using our cash back program. That said, when accounts are identified as trying to circumvent these rules, we have no choice but to close those accounts.

  Customer response

  12/06/2023

   
  Complaint: 20964684
  
  I am rejecting this response because:
  
  ****************************************************************

  

  Business response

  12/12/2023

  In reviewing your account, we can confirm that multiple severe violations of CouponCabin terms and conditions have occurred. As a reminder, one account per household, computer network and/or IP address can claim offers marked for New Members or marked for Members Only.

  Your account, ****************** under the name ******************************************, has used many IP addresses including 50.25.22.229, to claim offers marked Members Only.
  

  A second account, g*********2@gmail.com (redacted for privacy), which also uses the same last name of *********************************, has also used IP address 50.25.22.229 to claim offers marked Members Only. The addresses on both of these two accounts share the same street, city, state and zip code.
  

  This is a severe violation of the CouponCabin terms and conditions such that, per the terms and conditions you have accepted and reconfirmed your acceptance of six times. 

  Further, a third account under, d**********c@gmail.com (redacted for privacy), which uses a last name of ******** and shares the same address as your account, has also claimed offers marked Members Only. This is another severe violation of the CouponCabin terms and conditions.
  

  CouponCabin members may only create and maintain a single cash back account and are not able to access other members accounts.  On Dec. 3, 2023 at 3:59 PM, a computer using an IP address associated to your account, was seen logging into multiple CouponCabin accounts.  This is yet another violation of the terms and conditions.

  As stated multiple times now both through the BBB and through our direction communications, due to the numerous severe violations of CouponCabin policies, all mentioned accounts have been permanently closed and will not be re-opeend under any circumstances.
  

   

   

*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. ↩