[SOLVED] Cashrewards Asking for Proof of ID & Proof of Account

Ltzd116 on 01/03/2018 - 23:24
Last edited 02/03/2018 - 13:28 by 1 other user

So my wife is enquiring about a number of transactions that should have been approved months ago. All of a sudden, cashrewards decided to suspend her account and to reinstate it, they are asking her to provide either her drivers license or passport AND bank/credit card statement. What do you guys think? Should we do as requested or cut the loss and forget about the $50ish cashrewards? We have all those docs that they requested but just a bit wary of handing out personal info to strangers.

Here’s a copy of the email they sent by the way:

Thank you for your enquiry regarding your Starwood Hotels and Resorts transaction.

Before we investigate your transaction and to help protect our community from fraud, abuse, or any other negative impact we have temporarily suspended your account because we noticed some unusual activity or suspect a violation in our T&C’s. We understand that this is frustrating, but we can help you reinstate your account in a few steps.

Please send us
1) Proof of identity (1 of the below is enough)
-Drivers License
-Photo ID
-Passport

2) Proof of account (1 of the below is enough)
-Bank, credit card of PayPal statement showing a previous Cashrewards withdrawal
-Proof of a recent transaction made from a store through Cashrewards.

Once we have verified your details we will be able to review your Starwood Hotels and Resorts transaction.Your privacy is important to us and we will not hold onto your personal information and will destroy your proof points once verification is complete.

We appreciate your patience whilst we ensure the highest security for our all our members.

Sincerely,
David
Support Team

UPDATE:
02/03/2018 10:35am
Mod, please close/archive this thread if need be as this is now resolved in full. TA took a look the account and few PMs later, it's all sorted! As it turns out, false positive indeed. It's so good to be able to deal with a real person who is happy to look at issues on case by case basis. TA is an absolute champ!

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closed Comments

  • [Deactivated] on 01/03/2018 - 23:31
    +4

    Ask tightarse

    • Store Reptightarse @ Cashrewards on 02/03/2018 - 06:22
      +14

      Hi tzd116. Aplogies for hijacking the top comment, but best to post here so others are immediately aware of what has occurred and why. I've briefly discussed the issue across other threads, including here.

      A few months ago, our development team introduced a number of fraud detection tools as we discovered more and more accounts were being opened purely for the purposes of gaming the system. This is (1) costing us loss of revenue, (2) is a terrible look and not instilling much confidence for our hundreds of merchants as they decline transactions they consider 'fraudulent', and (3) is against our terms & conditions regarding creation of multiple accounts.

      A perfect example is the recent Amaysim promo where we found members creating new accounts purely to take advantage of 'free money' and then attempting to immediately cash out with no intention of ever using those accounts again. Not only is this strictly against our terms, but it's spoiling it for the hundreds of thousands of genuine members we have, as merchants then become hesitant to provide promos and higher cashback rates. We all lose.

      Not for one minute am I suggesting this is what has happened to you, but obviously your wife’s account (and most likely yours too) has been flagged as being associated with others (I won't say how) and we ask for verification from each of the account holders purely as evidence they're being used by the registered owners. It could very well be a false positive, but please keep in mind we're only doing this to protect the integrity of the system/members/merchants.

      There's no point having a cashback site that is rampant with fraud. It does no-one any favours and we need to stamp it out before it gets out of hand. Please have confidence your issue will be sorted immediately by our customer service team once contacted, and continue to use Cashrewards in the knowledge we have your back. Further, as hundreds can attest, I'm always available to have a chat regarding any issue via PM. I can't be more upfront than that.

      Thanks again, and have a lovely day. TA.

      • theHMASfriendship on 02/03/2018 - 08:26

        Aplogies for hijacking the top comment

        That's ok we can't stay mad at you

      • tzd116 on 02/03/2018 - 09:30

        Thanks, TA.

        I am all for fraud detection and protecting the integrity of the system/users. However, in this case, i guess i am just a bit puzzled as to why her account has been flagged. She's had this account for almost a year now and has been using cashrewards semi regularly. There are 17 transactions in her account - 6 of which are ebay purchases with cashback amount between $0.10 and $0.30; 5 purchases from myer/kitchen warehouse/the iconic with cashback amount between $0.19 and $4.21; the rest are hotel bookings with cashback amount between $2 and $7.50.

        Missus is a bit hesitant about sending through so much personal details. As Diji1 suggested below, can we black out her driver licence number and her credit card number on the statement?

        I was the one who got her into cashrewards so I'm kind of caught in the middle of it all.

        • Store Reptightarse @ Cashrewards on 02/03/2018 - 09:37
          +1

          Will ping you via PM. Thanks.

        • tzd116 on 02/03/2018 - 10:49
          +1

          @tightarse:

          All sorted. LEGEND!

  • dcep on 01/03/2018 - 23:32
    +3

    Summon TA

  • kyle on 01/03/2018 - 23:51

    Did you include any supporting documentation for each inquiry?

    • tzd116 on 02/03/2018 - 00:07

      Nah pretty sure we only need to provide supporting docs when a transaction hasn’t been tracked properly. In her case, all transactions were tracked without issues by cashrewards so they have all the details… it’s just that the cash back amount should have been approved two months ago but still showing up as ‘pending’.

      • kyle on 02/03/2018 - 09:07

        I normally just include the tax invoice when raising a query on a tracked transaction.

  • [Deactivated] on 01/03/2018 - 23:54

    TA WHERE ARE YOU??????????????????????????????????????????????????!

  • Diji1 on 02/03/2018 - 00:02
    +1

    Just send it a photo of your ID with your photo/things other than DOB/address blacked out. They already have everything else presumably.

    • tzd116 on 02/03/2018 - 00:14

      they might knock it back and say doc has been tampered with… but I guess this is worth a try.

  • Make it so on 02/03/2018 - 00:18
    +5

    Cashrewards is a very legit company, so don't stress about it. I have had every transaction paid out, and the ones which did not come through were investigated and paid out anyway (sometimes without me even realising that they were not paid out in time - cashrewards must have alerts on their end when something does not come through, and they follow up without the user having to intervene).

    You may be looking at this the wrong way - they may well be protecting you, if they are worried someone is trying to steal the money in your account.

    Send a message to TA (who is undoubtedly in bed by now :) ), and he will sort things out.

    • tzd116 on 02/03/2018 - 09:50

      Yeah completely understand that they have this in place to protect us, the users.

      I guess we are just so used to computer/machine doing the verification these days that we are super cautious about requests made by another human.

  • Shadowsfury on 02/03/2018 - 07:51
    +1

    Just chiming in that I also had a few issues with Starwood cashbacks (some that should have come through over a year ago). But once I followed it up, it was resolved very quickly.

    However I also see that starwood is no longer on cashrewards, which is a bit annoying since I spend with them a lot.

    • tzd116 on 02/03/2018 - 09:34

      Yeah I find that to be the case with most hotel bookings….

  • Moderatorscrimshaw on 02/03/2018 - 13:29

    The Question has been marked as Solved. Thread closed.

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