Business Profile

Buying Clubs

cxLoyalty

Headquarters

This business is NOT BBB Accredited.

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Important information

Customer Complaint:
BBB files indicate that this business has a pattern of complaints concerning automatically renewed memberships. Affinion Group, Inc. markets its services on a one month trial basis. If the customer does not cancel his/her membership by calling a toll-free number prior to the end of the trial period, the business automatically renews the membership and charges, depending upon the program, a monthly or annual fee to the customer's credit card. The membership is automatically renewed on a monthly or yearly basis unless canceled by the customer. If consumers do not wish to renew their membership, they should make note of the end of the trial period and call prior to it.

Complaints

This profile includes complaints for cxLoyalty's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

74 total complaints in the last 3 years.
14 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

Initial Complaint
Date:06/16/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This complaint is concerning my interaction with *** ******** ******** loyalty provider: CXLOYALTY.

I booked a hotel room online with ******** points under the understanding it had a free cancellation because the website showed it in green as "free cancellation".
However, the cancellation period had already passed by 3.5 hours when I was booking it. I called immediately and explained the mistake and the agent was very professional, listened and said she would contact the hotel. They (the hotel) refused to cancel it.
Since then, the agent has been in contact with me, asking for screenshots of the transaction and escalating it to her supervisors.

I don't know why they advertise free cancellation when in reality, it's not possible because the period is already passed!

Here's the answer I received:
"The green Free Cancellation is there only to advise clients that they should check the date and anticipate a non refundable status upon hitting complete."

This is misleading and false advertising. When and if you hit complete, it is too late!

I have been trying to have my 39,000 points returned to my account with no success for the past 3 weeks.

I do not need the hotel reservation because I am already booked there for two nights. It was my error with the date and I realized it immediately and called them within 5 minutes of booking.

I have booked several hotels by using my points and never encountered this issue.

When it's a non-refundable booking, it's written in bold that it's non-refundable. It doesn't say free cancellation.

It seems they are arguing over a technical error on their website. In the meantime, the hotel could have easily sold that date to another client.

I am the one who is on the hook for my points and they are hiding behind their "policy".
Business Response
Date: 06/30/2025
We
responded to our customer's concerns. To protect their privacy, we are not
providing you with any details of our resolution. Our customer may use their
discretion in sharing our response directly with you.
Initial Complaint
Date:06/04/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I fould an overdraft on my checking account,I asked the bank what to do about it. I looked the company up and this website appeared, it seemed like the right place to start to resolve this issue.
Business Response
Date: 06/13/2025
We responded to our
customer’s concerns in our letter dated June 13, 2025. To protect our
customer’s privacy, we are not providing you with the details of our
resolution. Our customer may use their discretion in sharing our response
directly with you.
Initial Complaint
Date:05/21/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a product from ******** ******* company online. I just woke up and found that there was charges against my account for $14.95 towards a subscription to accompany called fun rewards through ******** ******* company. I did not sign up for this any subscriptions. I just bought a product and now they’re going to start charging my account every month. did not sign up for this.
Business Response
Date: 06/04/2025
We responded to our customer's concerns. To
protect their privacy, we are not providing you with any details of our
resolution. Our customer may use their discretion in sharing our response
directly with you.
Customer Answer
Date: 06/04/2025

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. They refunded my money.

Sincerely,

***** ********
Initial Complaint
Date:04/01/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Booked airfare through ***** Travel Portal (Trip ID#******105) for roundtrip tickets on ****** ******** from *** to ****** ******** with the outbound on 3/20/25 and return on 3/24/25. Due to the substation fire, my flight (Flight ** **) to ****** returned back to ***. I contacted ***** Travels on 3/21/25 the morning after my flight to cancel the itinerary and get a refund. The agent then had told me that she will initiate the refund process with ****** ******** and that in order for me to get the refund ****** ******** has to refund ***** Travel first and when they receive the refund from ****** ********, they will in turn refund me. I contacted ***** Travel a few more times to check up on the progress, but according to the few agents I've talked to, ****** ******** has not responded to their emails and/or return or answer their calls. In the meantime, I also have emailed ****** ******** Customer Care and lodged a BBB complaint so that I can plead my case and hopefully they can initiate the refund to ***** Travel so I can get my refund. According to the ****** ******** Customer Care rep Chris K***, ***** Travel had not initiated a refund request. Moreover he states "they are able to do this through their *** booking system without having to make contact with the airline." (I have uploaded the ****** ******** Customer Care email.)

One of these two are lying, and I do not appreciate being lied to and thus wasting my time. I should not have to make multiple phone calls and emails for a simple refund, which this situation is clear cut no questions ask warrants a full refund.

I am also claiming reimbursement for the transportation cost incurred by this trip disruption which is the **** ride from *** to my home. I have uploaded the receipt.
Business Response
Date: 04/28/2025
We responded to our customer's concerns. To
protect their privacy, we are not providing you with any details of our
resolution. Our customer may use their discretion in sharing our response
directly with you.
Customer Answer
Date: 04/28/2025

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
Date:12/23/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I used priority destination card (****************) redemption to book flights from *** to *** on sept 8, 2024. when we checked in, the reservation did not exist due to a mistake of the travel agent and i had to purchase three tickets again. i got all the money back that was used to purchase three brand new tickets but not $105 (35 ticketing fee *3 passengers). I called multiple times but they said they will send it but it's been almost 4 months and i have not got 105 dollars back. The person I dealt with was Joanne Walker and she said she would take care of this. The case number with cxloyalty is ********. i was promised this money but never received it. please see the attached 35 ticketing fees per passenger.
Business Response
Date: 12/30/2024
We responded to our customer's concerns. To protect their privacy,
we are not providing you with any details of our resolution. Our customer may
use their discretion in sharing our response directly with you.
Customer Answer
Date: 12/30/2024

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
Date:12/20/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
53rd gave me an auto loan 6 years ago at a 6.xx% interest rate, suddenly without warning a couple of months ago it went up to 8.xx% which I believe to be an illegal business practice.

When inquiring through the text chat option, I was given by a representative an AI answer of "Things happen for many reasons"

When inquiring over the phone, at first I was given some excuse about "wallstreet rates going up" initially and how they'll come down for my account eventually. When pressed for further detail I was told that it's due to an audit that found I'd been on a lower interest rate than I should've initially been at and that I'd been adjusted to my "correct" amount. No notification for the increase was provided.

The representative placed me on hold 3 times with the final time hanging up on me. The phone number provided twice were both incorrect. After being bounced around a few more times. I was given to a representative that told me due to my military service my interest rate went up.

This is in violation to federal law if correct and is subject to a potential lawsuit if I decide to file for it.

I plan to pay off the debt and would like to warn all others against ever doing business with 53rd bank and hopefully open them up for yet another fraud investigation since they've already had one open against them in the past which they had to settle.
Business Response
Date: 12/24/2024
We
previously responded to our customer's concerns. To protect their privacy, we
are not providing you with any details of our resolution. Our customer may use
their discretion in sharing our response directly with you.
Initial Complaint
Date:12/09/2024
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I registered for a hotel promotion in June 2024 (Get back 10K points when redeeming over 60K points). According to the promotion, I should receive 10K points back within 6 weeks of completing the trip, the trip was finished on Aug. 27. 2024, but I have not received anything, so I contacted Cxloyalty customer service, they kept saying they had credited 10K points back to my account, but I have not received anything till now.
Business Response
Date: 12/13/2024
We responded to our customer's concerns. To protect their privacy,
we are not providing you with any details of our resolution. Our customer may
use their discretion in sharing our response directly with you.
Customer Answer
Date: 12/13/2024

Complaint: ********

I am rejecting this response because:
I have attached my email communication with cxLoyalty, they claimed 10K points was added to my account or my family members' account on Oct.22.2024. Also I have attached the evidence showing that they are lying, me and my family members' statements show that there is no 10K points added after Oct.22.2024.

Sincerely,

******* ***
Business Response
Date: 12/23/2024
We
responded to our customer's concerns. To protect our customer's privacy, we are
not providing you with any details of our resolution. Our customer may use
their discretion in sharing our response directly with you.
Customer Answer
Date: 12/27/2024

Complaint: ********

I am rejecting this response because:
I received a call from Chase saying that this has nothing to do with them, this case was mis-route to them.
it should be direct to cxloyalty.

Sincerely,

******* ***
Business Response
Date: 01/10/2025
We responded to our
customer's concerns. To protect their privacy, we are not providing you with
any details of our resolution. Our customer may use their discretion in sharing
our response directly with you.
Initial Complaint
Date:10/29/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hello I had $939.27 stolen out of my personal bank account.
It was deposited into an account at ****** bank. I called ****** bank to make a report and I don't think she made a report because she didn't even ask me for my name or phone number or email address to get back into contact with me with the resolution. The reference number for that call is ********.
I was able to get the acquirer reference number for the $939.27 transaction, it is ************ and the last 4 of the debit card my money was transferred to is ****. This transaction happened on 10-26-2024 at 2:03pm central time.
I have already contacted my bank and they are investigating, but this information needs to be investigated by your team as well since my money was deposited into an account with your bank fraudulently. Please get back to me with the findings.
Business Response
Date: 10/29/2024
Hello,

Thank you for reaching out to us. We have received your report of a fraudulent
transfer from your **** *** account to an account associated with our institution.
Unfortunately, we are unable to locate the account referenced based on the
information provided. We would advise that you contact **** *** to file a
dispute claim for the fraudulent transfer and your compromised **** *** account
and follow their recovery process.

Thank you,

Complaint Management Program
***********************
Customer Answer
Date: 10/29/2024
Evidence of person hacking my account and adding their ****** national bank card to move my money from my account to theirs. Their ****** bank card ends in ****.
Customer Answer
Date: 10/29/2024
Ip address of hacker.
Business Response
Date: 11/08/2024
We responded to our customer's concerns. To protect their privacy, we
are not providing you with any details of our resolution. Our customer may use
their discretion in sharing our response directly with you.
Initial Complaint
Date:07/05/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
When I made the flight reservation with ***** ******, Trip ID *********, I was assured by the agent that the flight would be fully flexible and refundable. However, when I attempted to cancel my flights recently, I was told that the trip was actually nonrefundable, which has caused me financial losses.

To provide more background, I originally booked a different fully refundable flight on ***** ******, Trip ID *********. This flight was not ticketed due to a system error on ***** ******'s end. The agent I then spoke with offered to book me on a new reservation with no additional charges and confirmed that the cancellation policy would be the same, fully refundable. I accepted the new flight given the assurance that the new ticket would have the same fully refundable policy and the flexibility I needed.

I am deeply saddened by the discrepancy in communications with different agents and firmly urge ***** ****** to uphold the commitment and provide a full refund for the flights I booked, as it should be.
Business Response
Date: 07/11/2024
We responded to our customer's concerns. To protect their
privacy, we are not providing you with any details of our resolution. Our
customer may use their discretion in sharing our response directly with you.
Customer Answer
Date: 07/11/2024

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.
The business reviewed the booking details and found that the ticket was indeed fully refundable. A refund has been offered by the business.

Sincerely,

******* *****
Initial Complaint
Date:03/06/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was contacted by the company to redeem a $500 gift card for *******. They lied to me and turned it around to a Grocery savings card and $100 gift card to ******* I was charged twice for the same item that was supposed to be a gift to me. And if I do not cancel the order, they will begin to charge me $22 a month
Business Response
Date: 03/11/2024
We responded to our customer's concerns. To protect our
customer's privacy, we are not providing you with any details of our
resolution. Our customer may use their discretion in sharing our response
directly with you.

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cxLoyalty is NOT a BBB Accredited Business.