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.
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.

Initial Complaint
Date:11/18/2022
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 October 7 2022, I was charged $39.90 by ************* even tho I had cancelled my subscription. They approved a refund on Oct. 7. My debit card was stolen and had to be cancelled, so they issued a check, the check was said to have been mailed out on Oct. 10 2022. After waiting for three weeks with nothing showing up I started calling the company. I was told to wait until Nov. 10 because it can take from 10-21 business days for it to arrive. Well here I am over 30 business days later and no check. Ive contacted the company multiple times and its been said to have been handed to higher ups etc.., and still I have not received my money. I live on ***, $841.00 a month isnt a lot and $39.90 is a big chunk to come out of it. I just want this resolved, I need that money more than they can possibly imagine.
Business Response
Date: 11/18/2022

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

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

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

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

Thank
you for Ms. *******’s correspondence regarding her request to cancel her
************* membership.

This
case was inadvertently sent to us. Please contact the company directly regarding Ms. *******’s 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:11/07/2022
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 booked two business class tickets from ******** to *** **** (Aug. 28, 2023) through ***** ****** on Oct. 17, 2022. Hours later, a confirmation email said, "You're all set!" and the ***** ****** website order page showed a green "confirmed." Several days later, I noticed my original flight itinerary was changed on the website. I called ***** ****** at my earliest convenience; ***** ****** told me the flights were canceled. Moreover, I was asked to pay a price difference when changing to an alternative flight, which was against ***** ******** policy.

***** ******** ******* ******** ***** and Conditions is clearly written that "A small number of air carriers may require ***** ****** to confirm flight availability when booking. If there is any issue with availability, a travel representative will contact you within 24 hours to make alternate flight arrangements at no additional cost," in clause 16. Since my itinerary was canceled due to the unavailability of the initial flights, according to ***** ******** terms and conditions, an alternative flight without a price difference fee should be offered. After confirmation, it is ***** ******** responsibility to ensure my tickets are appropriately issued. I have arranged a lot for my trip, but no proper alternative will cause a significant loss because the ticket price on the same route went up, and preparing the travel has caused nonrefundable fees.

I ask that ***** ****** honor my reservation, and provide sufficient assistance in changing to alternative flights at no extra cost. If there is no available flight on this route operated by the same airline. ***** ****** should offer either flight on another airline on the same route or flights of the original airline on a different route.
Business Response
Date: 11/17/2022
Hi Mr. *********,

We have spoken to the customer and together have come to a resolution and an email confirmation has been sent to the customer/member with specifics.

Please let me know if you need anything further.

Thank you,

Karen
Customer Answer
Date: 11/17/2022

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.
Thanks for your assistance, and the workable solution provided by cxLoyalty.

Sincerely,

******* ****
Initial Complaint
Date:11/04/2022
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 canceled this subscription 7/20/2022....they proceeded to take out fornthe following months. I just discovered this going over all my transaction history.
Business Response
Date: 11/08/2022
******** ** ****

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

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

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

We
are in receipt of Ms. Souder’s correspondence regarding her request to cancel the
*** ********* **** *** membership.

Please be assured that we make every effort to comply with a member’s request
to cancel their membership in *** ********* **** *** for any reason. Pursuant to Ms. ****** request, the *** ********* **** *** membership was canceled and four credits in the amount of
$11.99 were issued to her account.

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

Sincerely,
Trisha
J. R********
Senior
Manager
Customer Answer
Date: 11/09/2022

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:11/04/2022
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 through ***** ****** on Oct 18, 2022, for a one-way business class travel from *** to *** on March 20, 2023, Trip ID *********. Received a booking confirmation email, hours after the booking, on which it said, "You're all set!" On the ***** ****** website, it showed a green "confirmed" upon checking. The booking reference ***** ****** Provided is also retrievable on ******* - the ticketing airline - website. Sometime later, I saw a notice on the website, saying that "A change occurred to your original flight itinerary." Contacting ***** ******, I was advised that the flights were canceled by the airlines due to availability. Attempted to change to an alternative itinerary, but was told that a price difference will need to be paid, despite that under ***** ******'s policy, such price differences shall be waived. Under ***** ******'s Airline Supplier Terms and Conditions, clause 16, it is written that "A small number of air carriers may require ***** ****** to confirm flight availability when booking. If there is any issue with availability, a travel representative will contact you within 24 hours to make alternate flight arrangements at no additional cost." I received confirmation from ***** ******’s representative that the itinerary was canceled due to the unavailability of the originally booked flights. Therefore, ********* to ***** ******'s terms and conditions, a rebooking into an alternative flight should have its service fees and price difference waived. By refusing to do so, ***** ****** is violating its own terms and conditions, resulting in significant financial damage to the consumer considering that the price of the tickets on the same route went up dramatically, and that associated preparation of the travel has incurred nonrefundable fees.
Business Response
Date: 11/21/2022
Hi Mr. *********,

We have spoken to the customer and together have come to a resolution and an email confirmation has been sent to the customer/member with specifics.

Please let me know if you need anything further.

Thank you,

Karen
Customer Answer
Date: 11/23/2022
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:10/07/2022
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 would like to explain what unfortunate events lead me to file a complaint with CX for $8,592.38 & 251,070 points against CX Loyalty.
I booked my round-trip travel on ******* *** via a phone call to CX on 3/30/22 - that was a simple task and I didn't experience any problems & also received an email confirmation.
On 7/10/22, for some unconfirmed reason, I received another email confirmation with the same itinerary and same trip ID ********.
On 7/11/22 & on 7/12/22 I received 2 more email confirmations with the same itinerary and same trip ID ******** - NOTHING changed.
I called CX on 7/12 because I was having a problem checking into my 7/13 flight and they assured me everything was fine. I wasn't comfortable with CX's explanation and headed to the airport early to resolve any potential problems. I was on the phone with CX on my day of departure for 144 MINUTES because I continued to have issues with checking in. ******* *** told me it was a "travel agency" ticket error and CX had to fix it. After almost 3 HOURS on the phone @ the airport, CX resolved the issue, I checked in and made it to my destination.
I called CX on 7/31 twice and they again assured me I wouldn't have any problems, but I had concerns and I told her and she agreed that CX would be responsible for any additional expenses to get me and my family home. After I spoke with a CX representative I received 2 emailed itineraries - the original #******** and a second NEVER before seen itinerary #********.
I went to the airport early to deal with any issues. I went to check in and couldn't check in. ******* *** told me it was a "travel agency" ticket error and CX had to fix it. This time, I was on the
phone at the Athens Airport with CX for 67 MINUTES!
Based on the events I described above, CX booked my trip incorrectly, did not perform their job and should reimburse me $8,592.38 & 251,070 points - IN THE LEAST... CX is a travel agency and they WRONGLY double booked my flight.
Business Response
Date: 10/24/2022
**** *** **********

Compensation for the four tickets he purchased totaling $6,017.86 has been approved and refunded to the customer in the form of a check. Mr. ***** was also given 5,000 courtesy points by **** for the poor experience. In addition, cxLoyalty will refund Mr. ***** for the original transaction, refunding 251,070 points plus $8,592.38 back to the credit card. The points will be refunded same day and may take up to 48 hours to appear in his account. The amount paid with his credit card will be refunded to his credit card and will take 7-10 business days to reflect on his statement. cxLoyalty will not be able to reimburse the total cost of his vacation quoted at $55,000-$60,000.

Please let me know if you need anything further.

Thanks,

Karen
Customer Answer
Date: 10/24/2022

Complaint: ********

I am rejecting this response because if you read anything I sent you, you would know the $6,017.86 was a "PREAPRROVED" CX Representative amount I has to pay to get on my "ALREADY PAID FOR" return flight that CX Loyalty messed up. CX Loyalty is a licensed travel agency and should know what the are doing but clearly don't.
I am asking for reimbursement of the $8,592.38 because that is the amount I paid for the tickets. READ THE LETTER - that's why I sent it.

Sincerely,

**** *****
Business Response
Date: 10/24/2022
** *** **********

Please advise Mr. ****** that we are returning the points and cash from the original transaction as requested.

Thank you,

Karen
Customer Answer
Date: 10/24/2022

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.
I want to be clear that the resolution you are suggesting is $8,592.38 and 251,070 points and that would satisfy me.

Sincerely,

**** *****
Initial Complaint
Date:10/06/2022
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.
In May of 2022 my husband and I took a vacation using our ***** rewards points with cxloyalty. They never notified us of a flight cancellation and we were stranded at the airport. They did agree to refund our money that we had to pay to book an alternate flight home same day. We filed this complaint with them the first week of June. We were finally informed on August 14th that a check for our refund amount of over $1,600 was sent in the mail to us. Close to a month later we still had not received the check. I had called multiple times within that time frame each time being on the phone with customer service for over 1 hour. I was finally told on September 9th that they would reissue another check to us. Still to this date I have not received the check. I called again this past Monday and spoke with a representative was on the phone for 90 minutes was informed that I would have a call within 48 hours with a resolution and I still have not received a phone call. I have over 10 hours logged on the phone with cxloyalty through ***** rewards in attempts to get our refund that we were promised and greatly need. I even offered to personally pay for expedited shipping with a tracking number for a new check as well as offered to go to our local ***** branch to pick up the check personally. I cannot get anyone to respond to me on how I can get this refund that we first started this process in June.
Business Response
Date: 10/07/2022
Hello,

We have already issued a check that was cashed by the customer for $647.74; a second check in the amount of $1,672.20 is being expedited and will be sent via ***** to the customer next week.

Thank you,

Karen
Customer Answer
Date: 10/07/2022

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,

***** *** ****** ******
Customer Answer
Date: 10/11/2022
In reference to previous complaint filed on 10/5, number ********. My husband ****** and I have been trying to get our refund of just over $1,600 that was promised to us back in August. I filed a complaint last week with the BBB and was informed I would be getting my check sent to me this week expedited . I also will had contact with CX loyalty via the phone October 7th. I was told by that representative on that day that my check would be sent out on October 9th via ***** and a tracking number should be supplied to my email no later than Monday October 10th. She advised me that if I did not see this email with tracking number to call and follow up on October 11th which I did today. I spent over an hour on the phone with a supervisor and I was told they have no information if my check had even been processed or when it would be sent and they also have no access to any tracking numbers. They informed me that they could not help me and that they had to send an email to their executive team and could not give me a time frame in which this executive team has to respond to them or what the follow-up will be. At this point I no longer considered this case resolved as all of the information I was advised on Friday via phone communication with a CX loyalty representative that I would be provided with a tracking number via ***** by yesterday has not happened and when I called today to follow up no one could even confirm to me that the check has even been sent.
Business Response
Date: 10/14/2022
Hello Mr. Henderson,

With regards to complaint #********, we have spoken with the card member and advised her that the check has been processed. We also provided her with the ***** tracking number ************ for her reference and an email was also sent per the card member request.

Thank you,

Karen
Initial Complaint
Date:09/12/2022
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.
On February 8, 2022, ****** ******** mailed my refund check for the amount of US$431.20 to Loyalty Travel, 1**** ** **** ** ***** ***** ****** *** *****. To date, I still have not received the US$431.20 check. I have tried contact Loyalty Travel numerous times but have not received any response.

Given the time lag between the refund date and today, I request Loyalty Travel sends my refund check for US$431.20 immediately to my mailing address.
Business Response
Date: 09/12/2022
I am showing that we refunded this customer on 9/1/22. Below is a quick overview of the record:

1/25/22: Customer redeemed 38,848 ***** Ultimate Rewards points for a $435.60 ticket on ****** ******** (Super *** ********).

9/1/22: Agent refunded the original reservation returning 38,848 ***** Ultimate Rewards points ($435.60 value)

9/1/22: Agent redeemed a new reservation for 1 ***** Ultimate Rewards point and $4.39 out of pocket. (to reflect the refund of $431.20

This should be considered resolved as the customer was refunded via the original form of payment.
Customer Answer
Date: 09/12/2022

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:08/29/2022
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.
It gave me a free months service..and charged my debit card for "59" MONTHS for fees of a service l did not "EVER"use at the price of $11.99 a months..and other times $24.99..was NEVER told that l had to cancel,or how to stop services..THEY'RE DOING THIS TO OTHERS..ITS A SCAM!AND I WANT MY MONEY BACK!
THERE GETTING RICH ON UNKNOWING PEOPLE..IT NEEDS TO STOP??PLEASE LOOK INTO HOW OTHERS ONLINE ARE COMPLAINING OF WHAT THIS COMPANY IS DOING...SHOULD BE A CLASS ACT LAW SUIT AGAINST THESE CROOKS
Business Response
Date: 09/20/2022

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

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

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

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

We
are in receipt of Ms. ********* correspondence regarding cancellation of the F.Y.E.
Backstage Pass VIP membership.

Please be assured that we make every effort to comply with a member’s request
to cancel their membership in ****** ********* **** *** for any reason. Pursuant to Ms. ********* request, the F.Y.E.
Backstage Pass VIP membership was canceled and credits totaling $695.42 were
issued to Ms. ********* account.

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

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

Customer Answer
Date: 09/21/2022

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:08/23/2022
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 had prepaid for a car rental on May 29th for 9 days with my debit card online through ***** (****** *****) for $584.71. I was to pick up the rental from *********** **** Airport in ******** ** on June 26th and drop it off at ******************** International ******** ******** Airport in ********** ** on July 5th. Unfortunately, a last-minute family emergency came up and I could only use the car for two days; I dropped off the rental on June 28th at 10:17 AM (I still have the receipt) at *********** **** Airport and flew out. I was told that everything would be taken care of and that, although it would take some time, I would receive my refund for the unused days. I've talked to representatives at T******* *****, ****** *****, ******* ****** ****** and a couple of other numbers that were given to me; left emails that got no response or stating that nothing can be done. When I called the first number given to me, it was an answering system that gave me a 1-800 number that took me through all this button pushing only to lead me to the phone ringing over and over again with a voice saying they appreciate my patience and that someone will be with me in a moment every five minutes, I waited for 20 minutes with NO ONE answering. Look, I get it, I read the terms and policies but this is almost $350 ($337.47 to be exact) we're talking about and I really need that money back; I maybe a veteran but I'm not making easy money like people seem to think. I have to work from home because of my PTSD and rarely drive and/or fly unless a family member is with me or one, if not both, of my emotional support pets. All I want is my money back for the days I obviously did not use the car; it's only fair.

Reservation/Confirmation #: ***********

Order #: ********

RR #: *********
Business Response
Date: 08/30/2022
Hi Stewart,

Please see the below resolution for complaint #********.

Resolution has been sent to accounting for processing of refund for unused rental days via write-off prior to customer notification. Customer had to drop off vehicle early due to a family emergency and is requesting a refund for unused rental days. Thrifty has billed the full reservation amount and advised that we will not be able to secure a cash refund due to voucher payment being used. Customer is to be refunded for the unused rental days of $415.94 (7 days * 59.42/day). Customer notification will be completed after confirmation of refund by accounting.

Thank you,

Karen
Customer Answer
Date: 08/30/2022

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 your time and understanding, I really appreciate it.

Sincerely,

***** *****
Initial Complaint
Date:08/22/2022
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 was charged today for a subscription I never agreed to. Not only this but I have not been to this company’s, stores in more than two months and was signed up this month. I called customer service and was told that I just didn’t know I was signed up and further more that they would only give me a partial refund. I never once signed up for a paid membership of any kind as I am in dire straits with finances at the moment, I do not know how this company could take my card information from a more than two month old purchase and use it to sign me up without my consent. I have no other subscriptions due to strained finances as I mentioned earlier so I know beyond a shadow of a doubt I never agreed to any form of a subscription with ***. I have reported this company to three other sources for class action lawsuits and have read various customer reviews and responses that have experienced the same blatant stealing this company is committing, I have alerted my bank of a fraudulent charge as well, but I fear I may have to take protective measures as my card information has clearly been stolen by this company or one of its employees at Citrus park mall Tampa Florida 33625. It’s the only location I have ever visited and I only ever went once and purchased one single small item as I previously said this was over two months ago. This cannot be legal to do to people.
Business Response
Date: 08/26/2022
****** *** ****

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

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

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

We
are in receipt of Mr. ******’ correspondence regarding the ****** Backstage
Pass VIP membership.

Please be assured that we make every effort to comply with a member’s request
to cancel their membership in ****** Backstage Pass VIP for any reason. Pursuant to Mr. ******’ request, the ******
Backstage Pass VIP membership was cancelled and a check in the amount of $11.99
will be issued. This check represents
full reimbursement of the membership fee that was billed to Mr. ******’
account. Mr. ****** should receive his
refund check in 7-10 business days.

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

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

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cxLoyalty is NOT a BBB Accredited Business.