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Business Profile

Buying Clubs

cxLoyalty

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Buying Clubs.

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

Find a Location

cxLoyalty has 102 locations, listed below.

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    Customer Complaints Summary

    • 74 total complaints in the last 3 years.
    • 13 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/27/2023

      Type:Product Issues
      Status:
      Resolved
      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.
      - Date of transaction: September 15, 2022
      - Amount of money I paid: $2,629.96
      - What the business committed to providing me: a reimbursement to cover the charge of $2,629.96 plus accrued interest. Accrued interest was agreed upon in the notes customer service has on my calls.
      - Nature of the dispute: CXLoyalty, a company acquired by **** ****** ***** as their travel rewards partner, is the company I have not been able to resolve this dispute with. I booked a hotel room at the ******** ********** in *******, ****** for a few days in September 2022 through ***** ******** ********* travel portal and used my rewards points. Upon arrival, the room I was assigned was a lower grade than what I booked. I spent 9 hours on the phone with ******* travel department to get the issue resolved. The solution was to pay for an upgraded room onsite out of my own pocket, with the guarantee that it would be reimbursed. This guarantee was given in writing. After months, I have not heard back from anyone via email. I have called several times as well to be passed around multiple departments and still no reimbursement. My tickets have been escalated and there is still no reimbursement being given to me. The customer service representatives and supervisors have tried to resolve my problem by escalating tickets to only receive no response from their own accounting department.
      - Tracking numbers from the travel support team are:
      SEP # ******
      SEP # ******
      SEP # ******
      SEP # ******
      Ticket number from original email thread: *********

      Customer Answer

      Date: 03/07/2023

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

       

      ******

       

      Thank you very much for your help. This complaint (#********). is now resolved  I finally received a reimbursement from the business. Really appreciate your assistance. 

       

      Thanks,
      *******

    • Initial Complaint

      Date:02/27/2023

      Type:Product Issues
      Status:
      Answered
      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.
      Due to a family emergency, I had to cancel a hotel stay I had booked through cxLoyalty (****** *****, Confirmation Number: ***********). I called them immediately (11/12/2022), and the representative agreed to refund one of the two nights I had booked ($49.50). They said the check would arrive within 2 to 4 weeks. It did not.

      I called back on 1/29/2023 to ask about the check, and the representative said that they had logged to send the money but had not, and to allow for an additional 10 business days.

      One month later, I am still waiting on the refund.

      Business Response

      Date: 03/23/2023

      Hello Mr. *********,

       

      A mutual discussion between our customer service and the customer has determined that a refund check would be sent.  ***** has tried to make several attempts to deliver the check.  We would like to confirm the address so that we can make sure that the customer receives the check via *****.

      Here is the tracking number from *****, it shows that they have been attempting to deliver since Monday and have not been successful. 

       

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

       

      Detailed Tracking (*****.***)

       

      Thank you,

      Karen

      Customer Answer

      Date: 03/23/2023

      I don't understand why this is such a prolonged and painful process. I had given my address correctly once, it was not recorded correctly by the rep. I gave my correct address later for a ***** delivery, and when I log in to ***** I do not see that a shipment has been created. My address is: ** **** *** **** *** **** *** ***** ** *****.

    • Initial Complaint

      Date:02/17/2023

      Type:Billing Issues
      Status:
      Answered
      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.
      2/15 Used my ******* CC online for first time at ***** in *********** ** 4 months ago. As soon as I used it there were unauthorized transactions on it. Called them immediately to report the incidents. It took 4 months and several calls to them to get another card. I got email from ******* referring to the new card ending in **** with a $62 minimum payment which included the annual fee of $39. I called asking them to at the very least waive the $39 fee because it had been 4 months I've been waiting for and new card and because I've never been late or missed a payment which they refused to accomadate. I paid the $62 over the phone as I still hadnt gotten a card. The card came on Saturday 2/11 2023. I activated it by phone yesterday, 2/15/2023. About 2 hours later I went to their site set up my new card with a new account number. I am very sure and disgusted with ******* because someone within their organization had used the new number at 19:35CST time in ********** for ***** products or services for $39.99 and at 19:36 for an escort service! This is the same situation that occured right after i placed a pick up order at ***** on ****** ******** **** *********** ** *****, for 4 yard sale signs. 1 charge was to an online machine shop for over $100 and another to a coffee shop in *** ******** *** The last incident of the escort service and ***** product/service happened immediatley after I activated the card. They declined both charges but did NOT text or email me until I called ******* last night at around 8pm Eastern Time. When their phone lines rang I immediately got to text messages and emails from them informing me of the charges. Nobody answered the phone so i hung up. Immediately when I hung up a call from "unkown name" rang. I reluctantly answered and an automated question was Is this ********* ***** if so press 1 if not press 2. I pressed the numer 1 and then hung up my phone because I knew I was being scammed. this call came in at at 8:41 pm.Please help

      Business Response

      Date: 02/23/2023


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

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

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

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

      Thank
      you for ********* *****’ correspondence regarding their concerns with
      unauthorized charges to their credit card account.

      This
      case was inadvertently sent to us.  Please contact the company directly regarding ********* *****’ 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********

    • Initial Complaint

      Date:01/24/2023

      Type:Customer Service Issues
      Status:
      Resolved
      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.
      Tried calling customer service at ****** ****. Got the automated system and it said all agents are busy. Please try your call later. Now this call will disconnect. Also use to get text messages to my phone until they updated there system. So I asked to have my account closed. But the representative on the text messages wouldn't do it.

      Business Response

      Date: 01/26/2023

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

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

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

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

      Thank
      you for Mr. *******’ correspondence regarding his concerns with ****** ****.

      This
      case was inadvertently sent to us.  Please contact the company directly regarding Mr. *******’ 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

      Customer Answer

      Date: 01/26/2023



      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,



      Robert L *******

    • Initial Complaint

      Date:01/24/2023

      Type:Billing Issues
      Status:
      Resolved
      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 express extreme disappointment and frustration with my poor experience booking a hotel stay through your CxLoyalty service.

      On Wednesday, November 9, 2022, I booked a stay at the ***** *** ** ***** ** *********** through ***** ******. I was traveling for business as a ***** employee of *** ********** ** ***** ** ******. As a ***** employee, I must submit itemized receipts for reimbursements. When I left the hotel I received an invoice from the *** ** which did a great job outlining my room charges with city and ***** taxes. Unfortunately, ***** and CxLoyalty could not provide an adequate receipt that outlined what their "other fees" entailed.

      In the insufficient and hand-written receipt I was eventually provided, there was a hefty charge labeled "TAXES AND FEES." I spent hours on the phone with ***** and CxLoyalty in November and December 2022, trying to get someone to break down the "other fees'' on the multiple receipts I received.

      CXLoyalty said these fees were something that the hotel charged. They claimed to have called the hotel, which then populated the receipt with the "other fees." However, when I called Hotel *** **, they stated that they had no access to these fees and that the charges came from CxLoyalty. Eventually, I got a representative from CxLoyalty to admit that the "other fees" were from their side, but they had no way of breaking down the charges. When I asked the representative from CxLoyalty why they could not break down these other fees, she took a short and unprofessional tone with me. She told me I should tell the accountants at *** ********** that it was just what they charge. I was both shocked and disappointed. This is not how accounting works. These "other fees" need to be itemized and broken down.

      My concerns were completely dismissed and after requesting that my case be escalated to a different supervisor for a formal complaint, I am still waiting to hear from CxLoyalty.
      This situation had me entirely in circles trying to resolve the issue, costing me hours on the phone to deal with a customer service representative who was not helpful, unpleasant, and disrespectful. This ultimately resulted in my failure to gain reimbursement, leaving me with a significant financial loss and causing great stress and frustration.

      Business Response

      Date: 01/27/2023

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

       

      This consumer was sent an email of apology and attached the correct receipt.

       

      Thank you,

      Karen

       

      Customer Answer

      Date: 01/29/2023



      Complaint: ********



      I am rejecting this response because:

      The email I received did not contain an apology for the confusion and inaccuracies surrounding the receipt for my stay. The statement that "it is very unfortunate" is not an apology, and it seems as though cxLoyalty is not taking responsibility for the issues at hand. I agree, this situation is very unfortunate, and concerning, and it warrants scrutiny from the Better Business Bureau.?? The new receipt that was sent to me only adds to the confusion, as the numbers have been manipulated and the fees are not clearly explained. The receipt that was sent with this latest email is NOT the same information that we received previously. During previous communications, the price per night differed: $293.11 for November 18, 2022, $315.61 on November 19, 2022, and $218.10 on November 20, 2022. Then there were $132.83 of "Hotel Fees", and $454.45 of "Other Fees". It is the hotel fees and other fees that I need explained, as well as what portion is for taxes. [See attachment Travel Reservation Center Trip ID # ***************Response_Hotel Nightly Rate_December 9, 2022]


      On the newest receipt [see attachment Trip ID **********UpdatedReceipt_*****_Jan24_2023], the numbers are fudged where most of the fees are just wrapped into a false new daily rate! In other words, the $454 of "other fees" was added to the total of the hotel nights and divided by three, giving a supposed "nightly rate" of $427.09. This is clearly not the nightly rates, but rather the fees are rolled in for some unknown reason. Furthermore, the taxes are still not separated out nor are the remaining $132.83 of “taxes and fees” (previously called “hotel fees” on other receipts) explained.??It is unfathomable that a large company with accountants, lawyers, and standards and practices to not be able to tell the customer what specifically they are paying for. Therefore, it must lead to the conclusion that cxLoyalty is not furnishing this information in order to fleece their customers with hidden fees. Please note that my issue is not with the fees themselves, but rather with the lack of information provided about what they are for. My ********** has a policy of requiring a detailed breakdown of all fees before reimbursement can be granted, and I am unable to provide this information without clarification from cxLoyalty. ??The lack of transparency in cxLoyalty’s business practices is extremely concerning, and the fact that every receipt has been formatted differently and appears to be hand-written only adds to the mistrust. The follow-up email and new receipt do not help the situation in any way and only serve to further frustrate and disappoint me as a consumer.


      Sincerely,



      ****** *****

      Business Response

      Date: 02/01/2023

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

      Our customer service team has reached out to the consumer regarding complaint #******** and was able to send the customer the receipts they preferred (attached).  The customer is ok, with this receipt.  Please add this information to this complaint.

      Thank you,

      Karen

      Customer Answer

      Date: 02/07/2023



      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********. We have received a verbal apology from cxLoyalty as well as an itemized receipt for the hotel stay.  While we appreciate the steps taken to resolve this issue, it is unfortunate that CxLoyalty has hidden/junk fees wrapped into its services and that it took so much time and effort to reach this point.

      As travelers, we expected a seamless and efficient experience, and this situation fell short of those expectations. However, the newest receipt may be sufficient for reimbursement purposes and we will no longer be using CxLoyalty for any of our travel needs. We hope that in the future, cxLoyalty and ***** provide more transparency into its charges ("junk fees") to prevent similar situations from occurring to consumers.



      Sincerely,



      ****** *****

    • Initial Complaint

      Date:01/23/2023

      Type:Order Issues
      Status:
      Answered
      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.
      *** ***** ****** holds our ** loan. We reached out during COVID when we there was a significant decrease in our primary source of income. We were told we could only get hep when we were at risk of foreclosure. Fast forward to a few months later when we cannot make anymore payments and we were given the option of forebearance and once that was fulfilled satisfactorily we could refinance. Did it. We decide to sell the house and have a buyer who wants to assume our mortgage. We started the assumption process in November 2022. Each time we’d get close to closing, they needed something additional; a payment, late fees paid, additional paperwork, escrow payment. Now they’ve decided they’re no longer doing assumptions. We are currently in a legally binding contract to sell the home. They’ve put us in a financial as well as legal bind.

      Business Response

      Date: 01/23/2023

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

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

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

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

      Thank
      you for Mr. ******* correspondence regarding his concerns with the Money
      Source.

      This
      case was inadvertently sent to us.  Please contact the company directly regarding Mr. ******* 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

    • Initial Complaint

      Date:01/23/2023

      Type:Customer Service Issues
      Status:
      Answered
      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 dealt with the cxLoyalty company for the last five months. The company alleged attempt to resolve my complaint was in reality a fraudulent and almost criminal attempt to deceive me and not to help with the issue. I have attached all the appropriate information below. ******* *********.

      Business Response

      Date: 01/23/2023

      Good afternoon-Please advise if there was an attachment with this complaint.  This would help me research Mr. *********'s concerns further.

       

      Thank you,

      Trisha R********

    • Initial Complaint

      Date:01/03/2023

      Type:Product Issues
      Status:
      Resolved
      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 12/27, I called ***** ****** to change a flight due to a death in the family. I ended up calling twice - the first time I spoke with two different people, including a supervisor. Both of these people took my cell number down so that they could call me back in case the call was disconnected. After speaking with the supervisor and rescheduling my flight, I was told it would cost $60 to change my flight. However, before I could confirm the flight change, the phone call disconnected. I waited 5 mins and never received a call back despite giving the 2 people my number. Then I called back (a second call) and was connected with Lauren Gardner. Lauren was helpful, but in that 5-10 min span between calls to *****, the price to change my flight inexplicably jumped up $40, from $60 to $100.

      It feels a little shady that *****, a giant, multi-millionaire corporation, just so happened to increase the price in that 10-min span, especially considering they knew that I had to change my flight. They even had the new flight information in their system ready to go, yet the price had changed! So it’s frustrating that the price went up like that, especially since I was told I’d get a call back if we were disconnected and then never did not.

      It's an annoying situation. Especially since the flight change would’ve been comped if it was within a day of the original flight - that unfortunately was never an option for me because I had to go to a funeral on Friday. I emailed Lauren about this for help, and she never responded (copy of email correspondence below). If there’s anything that can be done to rectify this please let me know.

      Happy New Year!

      Business Response

      Date: 01/04/2023

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

       

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

       

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

       

      The customer was provided 5,000 good will points and a letter of apology.

      Customer Answer

      Date: 01/04/2023



      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. Thank you for all your help. 



      Sincerely,


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

    • Initial Complaint

      Date:12/13/2022

      Type:Billing Issues
      Status:
      Answered
      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.
      Last night my wife advised me of unknown credit card charges coming though on our ******** Credit Card account monthly for $16.99 and this has occurred since January of 2021. Upon further examination it is for a Shoppers Discount Service Subscription that I have no recollection of signing up for and it could have been bundled with something else I purchased. I contacted Terrance W******* with customer service this morning. W******* could not provide me with any source documentation of the original agreement for this service. I do not believe the company policy is interested in my loss. I only recently received a letter from the company regarding a change in my membership, membership no. ********.

      Business Response

      Date: 12/29/2022


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

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

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

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

      Thank
      you for Mr. ********* correspondence regarding his request to cancel his
      Shoppers Advantage membership.

      Please
      be assured that we make every effort to comply with a member’s request to
      cancel their membership in Shoppers Advantage for any reason.  Pursuant to Mr. ********* request, the Shoppers
      Advantage membership was canceled and a full refund will be issued to Mr.
      ********* account.  Please have Mr.
      ******* allow 7 days for the credits to be reflect on his account.

      If you
      have any further question, please feel free to contact me.


      Sincerely,
      Trisha
      J. R********
      Senior
      Manager

    • Initial Complaint

      Date:12/12/2022

      Type:Product Issues
      Status:
      Answered
      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 trip (ID *********) made on **************** for my wife.
      It consists of 2 reservations and I tried to cancel one of them (hotel confirmation ********** ).
      The trip information page shows "Free Cancellation until Thu, Nov 24, 2022". My wife called ***** to make the cancellation request at 10:20pm, Nov 24th (local time). ***** said cancellation will raise the penalty of one night. They didn't take their website description of free cancellation. My wife sent an email to ******************************* which they gave her. The email contains screenshots of the trip information page which shows free cancellation policy. They confirmed the email was received and also said they opened a ticket. My wife and I have got no follow up email or any contact from *****.

      Business Response

      Date: 12/14/2022

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

       

      In reference to Complaint # ********, customer is disputing a full refund for a hotel booking. The customer booked 2 different hotel reservations within the same booking ID.

       

      ***** ******* *** * ****** ************* ****** ******* for check in 11/24-11/24 under confirmation **********

      And ***** ******* *** * ****** ************* ****** ******* for check in 11/25-11/26 under confirmation ***********

       

      Per the ***** reservation page for reservation in dispute for confirmation **********, it states “Non-Refundable”

      Further into the cancelation policy description it states that “if you fail to check-in, or if you cancel or change this reservation after check-in, you may incur penalty charges at the discretion of the property of up to 100% of the booking value.”  

       

      The reservation that states “Free Cancelation up until Nov 24,2022” is for hotel reservation under *********** and this reservation has been canceled and refund processed.

       

      Attached is a screenshot showing the hotel cancelation policy that is within the customer’s reservation information.

       

      Please let m know if you need anything further.

       

      Thank you,

      Karen

    cxLoyalty is NOT a BBB Accredited Business.

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