Excel Affiliates not responding - delayed payment from March - RESOLVED

[MapleMedia]

Hello everyone!

We started working with Excel Affiliates in March. After a few days the number of leads suddenly dropped to 0. AM claimed that tracking was fine, but stats looked sketchy to us, so we created a test lead. The test lead didn't appear in our account, confirming our suspicions of shaving. We explained the situation to our AM, to which she promised to investigate what happened with tracking. Excel also owed us some money for the FTDs that did go through.

After a few months of claiming to be "working on it" our manager stopped responding. We have been trying to contact them for a few months now through skype and email, no one is responding...

 

[MapleMedia]

@MissExposé Could you please assist me with reaching out to them?

 

[euromill]

You can try this guy xhttps://www.linkedin.com/in/jainsantosh/?original_referer=https%3A%2F%2Fwww%2Egoogle%2Ecom%2F&originalSubdomain=uk

He is ultimately the owner of Excel - I put an X in front of the URL

 

[MissExposé]

@MapleMedia Please PM me your affiliate account username and we will ask for updates on your case (I sent you a PM where you can reply).

 

[MissExposé]

Thanks for sending your account details @MapleMedia, we notified the representatives about your case and asked for updates.

 

[Excel Affiliates]

Thank you for raising this matter. After reviewing the account, I can confirm that all commissions earned by the affiliate in March 2024 were already paid in April 2024. We have proof of payment available if needed. There is no further commission due to the affiliate.

The affiliate has generated only one FTD, for which the CPA was paid in April. A claim of a missing FTD was investigated and found to be fraudulent, as the deposit was made by the affiliates themselves. No other players have been referred.

We believe this resolves the issue. However, if there are any further questions, we encourage reaching out to your affiliate manager directly on Skype: live:.cid.2bb4b98e8fcbbf44 to discuss further.

Best wishes,
Excel Affiliates

 

[MapleMedia]

@Excel Affiliates

1. We did reach out to our aff manager just now and she replied for the first time in 2 months. We were provided with a proof of payment and I can confirm that the payment has been indeed made in April. The confusion around the payment is our mistake entirely since we provided an outdated payment info.

2. The claim of "fradulent FTD" is false, as we said upfront in this post, as well as multiple times to our aff manager, that we've made a TEST ACCOUNT after we've noticed a sharp drop in the number of leads. We were never looking to get paid for a test lead, we wanted to know what happened with the tracking on advertiser's end. The information on this test lead was also provided by us to our AM.

After claiming that "the team is looking into it" for several months (!!!) our AM just dissapeared and stopped replying. We were never given ANY explanation whatosever and were just being ghosted until this thread was created. This is a case of a very poor communcation from advertiser's side.
Even now that our AM has finally replied with POP our inquiries have been ignored.

Anyways, considering that at least the outstadning amount has been paid, we can mark the case as resolved. But the whole situation and the lack of communication from the advertiser left a very bitter taste in my mouth.

Thank you for your help @MissExposé !

 

[SteffenFonvig]

Thank you for raising this matter. After reviewing the account, I can confirm that all commissions earned by the affiliate in March 2024 were already paid in April 2024. We have proof of payment available if needed. There is no further commission due to the affiliate.

The affiliate has generated only one FTD, for which the CPA was paid in April. A claim of a missing FTD was investigated and found to be fraudulent, as the deposit was made by the affiliates themselves. No other players have been referred.

We believe this resolves the issue. However, if there are any further questions, we encourage reaching out to your affiliate manager directly on Skype: live:.cid.2bb4b98e8fcbbf44 to discuss further.

Best wishes,
Excel Affiliates

Good response, great to see some affiliate networks in theese forums taking matters seriously.

 

[SteffenFonvig]

@Excel Affiliates

1. We did reach out to our aff manager just now and she replied for the first time in 2 months. We were provided with a proof of payment and I can confirm that the payment has been indeed made in April. The confusion around the payment is our mistake entirely since we provided an outdated payment info.

2. The claim of "fradulent FTD" is false, as we said upfront in this post, as well as multiple times to our aff manager, that we've made a TEST ACCOUNT after we've noticed a sharp drop in the number of leads. We were never looking to get paid for a test lead, we wanted to know what happened with the tracking on advertiser's end. The information on this test lead was also provided by us to our AM.

After claiming that "the team is looking into it" for several months (!!!) our AM just dissapeared and stopped replying. We were never given ANY explanation whatosever and were just being ghosted until this thread was created. This is a case of a very poor communcation from advertiser's side.
Even now that our AM has finally replied with POP our inquiries have been ignored.

Anyways, considering that at least the outstadning amount has been paid, we can mark the case as resolved. But the whole situation and the lack of communication from the advertiser left a very bitter taste in my mouth.

Thank you for your help @MissExposé !

Excel Affiliates claims you've driven 1 lead in march 2024, but in your post you write "leads".

If you've driven 1 real lead and 1 test lead, and you're complaining of a "drop", i dont understand this?

If you've driven more than 1 lead, but accept that all commissions has been paid out, whats the truth? When you accept the response from Excel Affiliates, you also agree that there is talk about 1 FTD, but you claim multiple?

 

[euromill]

Good response, great to see some affiliate networks in theese forums taking matters seriously.

Yeah- they started taking it seriously when it appeared on AGD - prior to that - it appears they simply ignored their marketing partner.

 

[MapleMedia]

Excel Affiliates claims you've driven 1 lead in march 2024, but in your post you write "leads".

If you've driven 1 real lead and 1 test lead, and you're complaining of a "drop", i dont understand this?

If you've driven more than 1 lead, but accept that all commissions has been paid out, whats the truth? When you accept the response from Excel Affiliates, you also agree that there is talk about 1 FTD, but you claim multiple?

It's simple - we're referring to both FTDs and REGs as "Leads". And we've had a bunch coming steadily in the beginning until suddenly we've started seeing only clicks and no activity. The test confirmed that after a few days leads just haven't been recorded. AM claimed that there might be some technical issue and the team is looking into it and then disappeared with no explanation. We accepted the payment for the 1FTD rightfully recorded, because we have no way to know how many FTDs (or REGs for that matter) were lost and the team refused to explain the situation.