Complaints

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

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• 

  cxLoyalty

  6 High Ridge Park Stamford, CT 06905-1327

• 

  Affinion Group, LLC

  300 W Schrock Rd Westerville, OH 43081-1189

• 

  cxLoyalty

  40 Oakview Dr Trumbull, CT 06611-4724

• 

  Connexions Loyalty

  14002 E 21st St Ste 1030 Tulsa, OK 74134-1405

• 

  cxLoyalty

  PO Box 14301 Lexington, KY 40512-4301

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:08/08/2023

  Type:Order 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.

  1
  I WAS ENROLLED IN *********** FOR $89.99 A YEAR, ENTITLING ME TO 3 EVENTS EACH YEAR. SINCE DECEMBER 18, 2018, WHEN I STARTED, I USED THEM EXACTLY ONCE FOR HELP CHANGING A TIRE IN MY DRIVEWAY. THEN I DROVE TO A********** **, ON JULY 6, 2023 TO VISIT MY SISTER, 76 MILES AWAY FROM *********** WHERE I LIVE AND I HAD OVERHEATING PROBLEMS, GOING AND COMING. GOING THERE IN EXTREMELY HEAVY TRAFFIC, ON TOP OF MY HIDDEN PROBLEM, I OVERHEATED AT THE WAINSCOTT, US POST OFFICE, WHERE I USED A PHONE AND GOT SOME WATER, WHICH ENABLED ME TO GET THERE IN SHORT ORDER, BEING ONLY 8 MILES AWAY. THEN WHEN I LEFT, AT 8:15 PM, WITH A GALLON OF WATER, I ONCE AGAIN WAS IN HEAVY TRAFFIC AND MY CAR STARTED TO HEAT UP AGAIN. I FOOLISHLY THOUGHT THAT ONCE I HIT THE OPEN HIGHWAY, THE CAR WOULD BE OKAY AND COOL DOWN. BUT IT DIDN'T, I ONCE MORE OVERHEATED ON RT. **, 23 MILES AWAY FROM MY SISTER AND 53 MILES AWAY FROM MY HOME. NOW, ALL THE WHILE, I THOUGHT I STILL HAD *********** COVERAGE. SO I CALLED THE 24/7 PHONE NUMBER AND I GIVE THE WOMAN THE MESSAGE AND SHE CANNOT VERIFY MY INFORMATION???????? SHE ASKED FOR MY VEHICLE ID AND OTHER USELESS QUESTIONS. I AM IN TOTAL DARKNESS ON THE SIDE OF THE ROAD. SHE THEN GIVES ME A PHONE NUMBER FOR ATHION WHICH I CALL AND GET.....A VOICEMAIL????? *********** WAS TOTALLY USELESS FOR ME AND A GIGANTIC WASTE OF MY TIME. I WAS ENTITLED TO A TOW OFF RT.** FOR $80.00 AND INSTEAD HAD TO PAY ANOTHER TOW COMPANY $170.00 JUST TO GO 5 MILES. I HAD NO IDEA THAT MY COVERAGE WAS CANCELED ON MAY 3, 2023, BECAUSE I GOT A NEW CREDIT CARD AND IT SISN'T AUTOMATICALLY COVER MY RENEWAL, WHICH I WAS TOLD WOULD HAPPEN, NONETHELESS, DID *********** CALL ME, E-MAIL ME OR MAIL ME A LETTER, SO THAT I COULD RENEW???????????????? NOPE. ZERO-ZILCH-NADA. SO NOW AFTER BEING A CUSTOMER SINCE DECEMBER 2018, USING THEIR SERVICE ONLY ONCE, TO MY HOUSE, EVEN THOUGH I WAS ENTITLED TO 3 CALLS A YEAR. WHEN I NEEDED THIS 24/7 COMPANY, THE MOST, ALL I GOT WAS CRICKETS AND DARKNESS.

  Business Response

  Date: 09/06/2023

  ********* ** ****
  
  ******* ********* 
  ********* **********
  ****** ******** ******
  ** ****** ****
  ********* ** *****
  
  ***      *** ********* ********* * **** ******
  
  **** *** **********
  
  Thank
  you for your recent correspondence regarding *** ******’s concerns with
  AutoVantage.
  
  Unfortunately,
  *** ****** was membership was canceled at the time he needed service.  In order to uphold our high level of customer
  satisfaction, we have issued a credit in the amount of $89.99 to *** ******’s
  account.
  
  We apologize for any confusion or inconvenience they may
  have experienced. 
  
  Sincerely,
  Trisha
  J. R********
  Senior
  Manager

  Customer Answer

  Date: 09/07/2023

  
  
  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:06/20/2023

  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.

  I booked Trip ID: *********, Flight Confirmation # ****** through ***** Travel (******* ****** ****** ***) which is provided by cxLoyalty, Inc on June 14th 2023.
  
  According to the U.S Department of Transportation, customers are allowed to cancel or change their flight free of charge without service fees during this free cancellation period* **************************************************24hour-reservation
  
  ******* policy explicitly allows a customer to cancel or change any ticket within this free cancellation / change period which for ******* tickets is until 23:59PM EST the date of the flight booking.
  
  I should have had the right to cancel my flight for free within the free cancellation period. However, when attempted multiple times over hours to cancel for free so I could rebook the flight that I actually needed, I was proudly distressed to discover that the "systems were down" and I attempted for hours to cancel or change the ticket through ***** Travel. However, it was impossible and I was NOT ALLOWED to cancel the ticket for free within my rightful 24 hour free cancellation period.
  
  I tried for over two hours on the ***** Travel web site to cancel it starting around 20:00PM EST. I am attaching screenshots of the types of errors I encountered. This was NOT a problem on my end. As I tried multiple devices, multiple browsers, and multiple Internet connections. No matter what I tried it didn't work. I was also simultaneously trying to make the free cancellation / change through the ***** app. The same thing with being NOT ALLOWED to make my rightful free change.
  
  I was becoming worried that it was close to the deadline so I tried calling ***** Travel on the phone around 23:30PM EST at phone number ###-###-####. I still had 30 minutes to make the necessary free change or cancellation. I was planning to cancel the ticket free of charge and book the "Main Cabin" class ticket instead of the original "Basic Economy."

  Business Response

  Date: 07/05/2023

  June 24, 2023

  RE: Flight going to Portland on July 14, 2023

  Dear Mr. ***** *****:

  Thank you for giving ***** Travel the opportunity to address this matter. We apologize for any inconvenience you've experienced.

  We have completed our investigation and have made the following determination.

  Based on the call recording, we have confirmed that you were advised of a system enhancement and won’t be able to assist you with the cancellation within the 24-hour free cancellation period. Therefore, we have refunded the $199.00 change fee you have paid for rebooking back to your original form of payment.

  Please be advised that refund will take within 7 days to reflect on your account.

  If you have any further questions, please do not hesitate to contact us by dialing ###-###-####. We’re available 24 hours a day, 7 days a week.

   

  Sincerely,
  Reiner B.
  Travel Consultant Supervisor
  ***** Travel

  ** ***** ****** ******** * ******** ***** **** *********** *********** *** ******** ******** ** *************
  
  ***** ******** ***********
  
  ***** ******** **** ***** *****
  
  ** *** **** ******** ***** *** ************ ** **** ******** ****** ***** ************************* *** ******* ** *** ** ******* ***

  Business Response

  Date: 07/05/2023

  June 24, 2023

  RE: Flight going to Portland on July 14, 2023

  Dear Mr. ***** *****:

  Thank you for giving ***** Travel the opportunity to address this matter. We apologize for any inconvenience you've experienced.

  We have completed our investigation and have made the following determination.

  Based on the call recording, we have confirmed that you were advised of a system enhancement and won’t be able to assist you with the cancellation within the 24-hour free cancellation period. Therefore, we have refunded the $199.00 change fee you have paid for rebooking back to your original form of payment.

  Please be advised that refund will take within 7 days to reflect on your account.

  If you have any further questions, please do not hesitate to contact us by dialing ###-###-####. We’re available 24 hours a day, 7 days a week.

   

  Sincerely,
  Reiner B.
  Travel Consultant Supervisor
  ***** Travel

  ** ***** ****** ******** * ******** ***** **** *********** *********** *** ******** ******** ** *************
  
  ***** ******** ***********
  
  ***** ******** **** ***** *****
  
  ** *** **** ******** ***** *** ************ ** **** ******** ****** ***** ************************* *** ******* ** *** ** ******* ***

• Initial Complaint

  Date:06/13/2023

  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.

  This company has been charging my dad's credit card 16.99a month automatically without his permission. I recently started tracking this for him. Who knows how long they been taking this from him. He is a senior, 84yrs old. Shame on this company for taking advantage of seniors. This need to stop and get needs his money refunded We have no idea what this is.

  Business Response

  Date: 06/29/2023

  **** *** ****
  
  ******* ********* 
  ********* **********
  ****** ******** ******
  ** ****** ****
  ********* ** *****
  
  ***      *** ********* ********* * ****** ****** ********
  
  **** *** **********
  
  Thank you for your recent correspondence regarding Ms. ******** concerns
  with canceling her father’s membership.
  
  We were unable to locate a record for in our databases with the
  information Ms. ****** provided.  In
  order to complete a more thorough search, please have Ms. ****** provide her
  father’s name, address and/or the membership number, which is located in the
  billing descriptor next to the charge, so I may comply with their request. 
  
  We apologize for any confusion or
  inconvenience they may have experienced. 
  
  Sincerely,
  Trisha J. R********

• Initial Complaint

  Date:05/22/2023

  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.

  On May 7th, I redeemed ***** credit card points (cxLoyalty) to book a roundtrip flight with a ticket fare that included free changes (Trip ID: *******RD).
  
  This flight's price significantly decreased within a week. I called cxLoyalty to credit back the difference as flight credit. The agent said my only option was to cancel the flight with a $300 fee and rebook the lower fare. This seemed incorrect, so I declined and called the airline.
  
  The airline confirmed no cancellation fee and a fare difference credit was possible for my reservation (RES). They suggested I try cxLoyalty again before transferring my RES to the airline to fix it.
  
  I again called cxLoyalty. This new agent confirmed there was no cancellation fee. They recommended I cancel the RES to receive full credit, use credit to rebook the lower fare, and have the remaining credits left over to use in 1 year. I explicitly verified this information with the agent, and then proceeded to cancel my RES based on their recommendation.
  
  While rebooking the same flight at a lower fare, a warning appears, “Any credit left over after rebooking this flight will be forfeited". This clearly conflicts with what the last agent told me.
  
  I again called cxLoyalty, and spoke to a supervisor named "Ann”. She reviewed the audio recordings, and CONFIRMED that both her agents gave me incorrect information. She offered to credit the difference upon rebooking the same flight, but quoted a higher price than my initial RES. I declined since both the airline and ***** travel portal showed the original lower fare with plenty of availability. She refused to book the lower fare, and refused to credit a difference for any other booking.
  
  cxLoyalty's inconsistencies and confirmed errors have resulted in the undesired cancellation of my RES, thus preventing me to transfer it to the airline to obtain a difference credit and making it difficult to use the existing credit without monetary loss. I request a full refund of my credit card points.

  Business Response

  Date: 07/19/2023

  Dear Mr. **** ****,

   

  Thank you for letting us know about the situation you encountered with your air reservation booked through ***** ******.

   

  We worked with ******** Airline on your behalf and secured a future travel credit that you can use to rebook your travel later. We also confirmed that your booking was not refundable.

   

  Here are the information about your future travel credit:

  • It’s valid for 1 passenger in the amount of 655.79 USD.
  • New travel should be for the same airline and passenger.
  • Travel must be rebook and completed on or before May 7, 2024.

  • To redeem your credit, you must book your travel through ***** ******** *******.

  • Credits are issued for each traveler and are non-transferable.

  • As one-time courtesy, ***** ****** approved to refund any residual value if will rebook same exact flight. The residual will be refunded in a form of goodwill points.

  • Goodwill points will be added on the account 24-48 hours from time of rebooking.

  • If there’s a difference in the new fare, you’ll be responsible for the difference. It must be paid in cash and not in points.

  • Please be advise, the rates, fares and availabilities are subject to change without prior notice.

   

  We reviewed the issue, including your comments and observations, and determined that our resolution is fair and equitable. We are required to abide by the airline's policy and cannot override the airline's decision.

   

  For these reasons, we are closing our file and will take no further action in this matter.

   

  When you’re ready to book your new trip, we’ll be happy to help.

   

   

  Sincerely,

   

  Jvie D.

  ***** ****** Customer Service Team

   

  ** ***** ****** ******** * ******** ***** **** *********** *********** *** ******** ******** ** ***************

   

   

  Customer Answer

  Date: 07/19/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because the customer service agents provided incorrect information multiple times (this was confirmed in the audio recordings), led me to cancel my booked reservation after I explicitly confirmed my intent to them, and then claimed they couldn't help me or reverse what had been done by their guidance. Upon attempting to rebook the same ticket with cxLoyalty, I was quoted significantly higher pricing than what I both originally booked and what the customer travel portal was actively currently showing. I have therefore been left with a large sum of money being held hostage in the form of a "flight credit" that is locked to cxLoyalty with my only choice being to rebook through them. I would *NEVER* have canceled my reservation had I been given *ACCURATE* information, and we wouldn't be in this situation. I would have simply taken a $50 hit to transfer my reservation directly to the airline for them to assist me with a simple, straightforward request. But here we are instead... Hundreds of my dollars are locked to cxLoyalty, and cxLoyalty is failing to take responsibility for what they've caused me and refusing to make things right.

  I am requesting that my points be refunded to my account. I should not be the one responsible or liable for the mistakes of cxLoyalty.

  
  
  
  Sincerely,
  
  
  
  **** ****

• Initial Complaint

  Date:05/10/2023

  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.

  I called on Friday afternoon, April 21 to have myself removed from our family travel itinerary for an upcoming trip (4 flights) to ****** so I could make a change to my ticket only. I needed to change my ticket to be one-way only from ****** to ******. Due to work changes, I would fly separately from a work trip to ****** and my family would continue on the round trip flights we originally booked thru *****). At the time, they told me if I cancelled the ticket, I could have the $672 original cost of my round trip ticket credited to my account so I wouldnt “lose money” (as long as we traveled again before January and I was the one using the credit). But then, I would need to rebook a new one way ticket and use more points (on top of what I already used). At this point they should have just replaced the ticket since I cannot use the credit for a new trip. Apparently the only way to use a credit is to call in, talk to people who have no idea what they are doing, and book a trip applying that credit to my ticket only which is useless to me. I am not going to purposefully try to find a flight to book at the same cost or higher. They should have just replaced my original ticket with the new one way ticket because I will lose the money anyway. I need to have the 20,593 points credited back to my account that they took for absolutely no reason!! My husband and I have wasted hours on the phone with “travel specialists” to get absolutely nowhere. During one of the calls, they gave me an email address to send a screenshot of the points that were removed from our account because they apparently could not see any transaction. I have followed up multiple times with so far no resolution response.

  Business Response

  Date: 05/24/2023

  Hi Mr. *********,

   

  The customer was notified and was credited an additional 7,500 points due to the inconvenience of a long call and hold. An email was sent to the customer apologizing for the inconvenience. 

   

  Please let me know if you need anything further.

   

  Regards,

  Karen

  Customer Answer

  Date: 05/24/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  Here is the email response I sent:

  This is not acceptable.  I did not want the airline credit to begin with and simply wanted to change my ticket.  Then, yes I agreed to use more points to pur***** another ticket but that was under the assumption that I would actually be able to use the credit.  Had I known that I wouldn’t be able to use it, I would have never agreed to using more points to book the new ticket.  Using the ticket has already proven impossible to use - I am not going to randomly find a $672 flight to book.  It seemed to me at the time that the credit could be used toward new flights as long as I was on the intinerary.  We actually tried to use it already for another ******* airlines flight and couldnt.  You can listen to the hours of calls on that too.  I am actually not even confident that something isnt screwed up with the 3 other flights from the original booking and will be checking with American Airlines to make sure.  I will never book travel through ***** again.  You can take away the airline credit and give me the 20,593 points back that were taken.
  
  Sincerely,
  
  
  
  ***** ********

• Initial Complaint

  Date:04/24/2023

  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.

  Hello. I booked a reservation with travel rewards for a trip to
  *********** in October of 2021. Unfortunately my passport was stolen and I had to cancel the trip. I called to do so, they sent me an email of cancelling the hotel and refunded my travel reward points.
  However, for the flight they told me over the phone it was cancelled and I would have 2 years to call and reuse the points for another flight. I just called and they claimed the points could only have been used for 1 year and not 2 and are now gone. When I cancelled the flight they had told me it was because of covid I could have 2 years to reuse the points. I just want the points to rebook a similar flight to *********** from ********.

  Business Response

  Date: 05/08/2023

  ** *** **********

   

  Upon checking this account on May 1^st, the customer has been informed that the points have been refunded and are available for use.

   

  Please let me know if you have any further questions.

   

  Thanks,

  Karen

  Customer Answer

  Date: 05/08/2023

  
  
  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:04/03/2023

  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 am writing to file a complaint against CXLoyalty regarding an issue with redeeming my ***** ******** ******* travel points. On April 28, 2022 , I attempted to check in for my flight but was unable to do so. I contacted ***** ******* \ CXloyalty for assistance, but despite their assurances that the issue had been resolved, I was still unable to check in on the day of the trip.
  The day of the trip I contacted a ***** \CX Loyalty agent for assistance. The agent was not able to resolve the issue before my flight and he instructed me to purchase a new ticket and informed me that ***** ******** ******* \ CXLoaylty would reimburse me for the amount paid for the ticket as well as refund me the points that had been redeemed. The agent provided me with an email confirmation of this arrangement, which I have attached to this complaint. However, despite multiple attempts to follow up via email, I never received a response or an updated status.
  Subsequently, I made several phone calls to CXLoyalty customer service. However, I was informed that I would not be reimbursed for the full amount of the ticket, and the company indicated that they would be sending me a check for a smaller amount in two billing cycles. As of the most recent conversation I had with a representative in December 2022, I have yet to receive the reimbursement I was promised.
  I believe that CXLoyalty is responsible for the issues that led to me missing my flight and having to purchase a new ticket at the airport. I request that CXLoyalty reimburse me for the cost of the last-minute ticket I had to purchase due to their error and lack of prompt resolution. I have incurred significant financial loss as a result of this issue, and I expect that CXLoyalty will take prompt and appropriate action to rectify the situation.
  Thank you for your attention to this matter. I look forward to hearing from you soon.
  
  Case number: **** ********
  
  Sincerely,
  ***** * ****

  Business Response

  Date: 04/04/2023

  Hello Team,
  
  This is an investigation related to the BBB Complaint we received.

  
  Please see results of the investigation below.
  
  Travel Reservation Confirmation: ********
  
  Current Status: Closed
  
  What caused the complaint?
  Member is following up on the reimbursement that was promise to him. Member had to purchase new ticket at the airport due to error encountered by Ticketing Team.
  
  Any Agent Errors:
  None.  
  
  Research Data:
  KANA ID: *********
  *** #: ******
  Trip ID: *********
  Order ID: ********

  Call Transcript:

  Date: 4/27/2022 9:46:37 AM EDT(-04:00)
  Trans Id: ********* 

  • Member called in to confirm the reservation. Member called the airline prior, and he was advised that ticket is not issued yet. Helpdesk explain why the ticket is not yet been issued. Helpdesk advised she will take care of the reservation. Helpdesk advised she was able to reinstate the flight and advised that there was an increase in fare, but we will cover the amount due to the error. Helpdesk sent email to Member for confirmation. End of recording.

  Date: 4/28/2022 12:33:41 AM EDT(-04:00)
  Trans Id: ********* 

  • Member called in as he was having problem checking in. As per Helpdesk, no ticket is issued yet. Helpdesk called Ticketing Team for assistance; Ticketing Team advised he was having problem issuing the ticket. Ticketing Agent advised to reprice the flight and plate it as **** Air, Ticketing Agent advised the Helpdesk to reach out to his Team Lead for assistance in repricing the flight with **** Air. Helpdesk put the call on hold while checking and called back Ticketing Team again for assistance, Ticketing Agent advised that he was unable to price the reservation with **** Air and flight is no longer available. Helpdesk put the call on hold again and reach out to his Team Lead. Helpdesk called Ticketing Team again for assistance, Ticketing Team advised that Helpdesk must reprice the reservation with **** Air. Helpdesk went back to Member, and said he was advised by his Team Lead that since there was an error, Member can purchase new ticket at the airport, and we will just reimburse him. Helpdesk sent email to Member so Member can forward the receipt.

  Additional Calls made by Member:

  • 12 May – Member called in to follow up. Helpdesk attached the receipt to ***.
  • 10 August – Member called in again to follow up. Helpdesk documented the *** (but did not provide the mailing address) and reassigned the *** to Accounting
  • 23 December – Member followed up again. Shipping address was added and reassigned to accounting.

   

  Additional Details:

  • 28 April - *** ****** was created by Helpdesk for reimbursement process.
  • 04 May – Helpdesk assigned the *** to Accounting Team for refund processing.
  • 12 May – Accounting Team returned the *** to Helpdesk as there are missing information.
  • 01 July – Missing information was added by Helpdesk and reassigned the *** to Accounting
  • 07 August – Accounting Team returned the *** again as mailing address for check refund is missing.
  • 23 December – Shipping Address was added.
  • 26 January – *** was again returned to Helpdesk as shipping address provided was in ********* and we do not ship check to *********.

  Initial Resolution:
  Sent email to Member to provide best call back time and call back number. As Member’s address is in *********, will provide options to Member on how he can get the reimbursement. Will asked for US address to ship the check. Awaiting response from Member.
  
  Option to provide to Member if Member does have US Shipping Address:

  • We will reimburse Member using points. Points will equate to the amount of the ticket Member paid at the airport and he can process statement credit.
  • Will provide 10,000 goodwill points for compensation due to inconvenience.

  Final Resolution:

  • Member did not answer my email. Attempted to call Member, however, was directed to voicemail. Left voicemail to response to the email sent to him. Member responded and requested to call him back. Called Member and provided the option. Member chooses to get points as reimbursement. Advised Member to send his transaction details of his card for the ticket he purchased that shows the USD amount as the receipt sent was in ***. Advised also that 10,000 points will be credited to him as compensation.
  • Received the transaction details from Member. Processed 46,102 ***** ******** ****** Points to Member’s account and additional 10,000 points.
  • Final email sent with 1099 disclosure.

  Please let me know if you have further questions.
  
  Thank you,
  
  Allen S.
  Customer Service Executive
  cxLoyalty

  Customer Answer

  Date: 04/04/2023

  
  
  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:03/31/2023

  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.

  On 13 May 2022, I booked flights via cxloyalty using my credit card points and topped up the excess of $1566.53 out of pocket. However, due to extreme **** processing delays, we could not make the trip.
  After many long, painful calls with cxloyalty and no resolution except asking me to pay the $400 per pax cancellation fee (which would amount to much more than what I had paid for the flights itself), I liaised directly with the airline (Qantas) to enquire on other options, and they told me I can definitely get the tickets converted to flight credits for future use. I informed cxloyalty and after a few more calls they sorted it out.
  
  Now, it's 2023, and I need to use the flight credits by 12 May. I started calling cxloyalty again in early March, hoping to book my flights nice and early. They had problems checking their system and also unsure about converting an infant fare to a child fare (because my infant last year has since turned 2 now), and kept saying they will check with ****** and give me a call back. Which they never did.
  In total I have been on about 6 or 7 calls with cxloyalty who either put me on hold several times throughout the calls "to check on something", and then either come back promising to call me back the next day, or just HANG UP. The calls added up in HOURS including all the holding time, with no resolution in sight. Meanwhile the fares are going up everyday.
  
  How hard is it for a travel agent to rebook flights? I'm so fed-up with this system, as they have no direct email or number, and I have to sit through the automated calls through the bank from which my credit card was issued each time I need to reach cxloyalty.
  
  I can't go through this mental stress anymore, please just refund my points and let me handle my flight credits directly.

  Business Response

  Date: 04/18/2023

  Hi. Mrs. *********,

   

  It is my understanding that the Customer Service Representative spoke with the customer, and they came to an agreement that the customer would get the reservation refunded via ARC on 4/13/2023.

   

  Thank you,

  Karen

• Initial Complaint

  Date:03/31/2023

  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.

  I had a **** ******** **** ******* ****** card that I decided not to renew in March 2022. Before the card expired, I used my remaining credit card awards balance to book a stay in **************** ********* for two nights, Sep 4 - Sep 6, 2022, trip id # ********. In August 2022 I realized I couldn't complete the stay in ********* for work related complications. I contacted **** ******** **** which directed me to cxLoyalty. I also contacted the travel agency responsible for the booking. On Sep 1, 2022, cxLoyalty offered to refund me through a check in the $500-$600 range, while the travel agency offered to change the travel dates. I thought a check was more flexible, so chose the offer from cxLoyalty. cxLoyalty told me the check would arrive in 6 weeks. I didn't receive any checks after 6 weeks. So I called cxLoyalty again in October 2022 to inquire about the check; cxLoyalty told me it would expedite the check delivery. I didn't hear back from cxLoyalty for multiple weeks, so I called again in November 2022. This time, cxLoyalty told me refund was not possible because the credit card has been cancelled. Had cxLoyalty not lied to me about a check back in Sep 2022, I could have changed the booking dates through the travel agency and still completed my stay in *********. Instead, I lost all my hard earned rewards from being a loyal and credit worthy customer who always paid his dues on time.

  Business Response

  Date: 04/18/2023

  Hi Mr. *********,

  From what I understand, a refund check has been expedited to the customer.

  Thank you,

  Karen

  Business Response

  Date: 04/26/2023

   

  A check was expedited by ***** to Mr. ****; the refund is now complete.

   

• Initial Complaint

  Date:03/20/2023

  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 am not liable for this debt with ******* *** located at **** *** ***** ****** ** ****** . I do not have a contract with them . They did not provide me with the original application like I have asked

  Business Response

  Date: 03/31/2023

  ***** *** ****
  
  ******* ********* 
  ********* **********
  ****** ******** ******
  ** ****** ****
  ********* ** *****
  
  ***      *** ********* ********* * *** ******
  
  **** ******* **********
  
  Thank
  you for Ms. ******** correspondence regarding her concerns with an unauthorized
  debt.
  
  This
  case was inadvertently sent to us.  Please contact the company directly regarding Ms. ******** complaint.
  
  We
  request that your records be corrected to ensure that the above referenced case
  file is recorded against the appropriate company.
  
  If
  you should have any further questions, please feel free to contact me.
  
  Sincerely,
  Trisha
  J. R********
  Senior
  Manager