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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.
    • 14 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/10/2022

      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.
      In January 2022 I booked a round trip ticket for 2 to ******** ******* on ******** ******** with CXLOYALTY from *** **** **** with my ********* reward miles, and when I changed my return flight more than 2 weeks before we left, whoever handled the change at CXLOYALTY never confirmed that the reservation was actually ticketed, even though I received confirmation of the change.

      Even though the change showed up on my itinerary (see file named "itinerary" below), and I received an email on the 20th from ******** ******** asking me to check into this flight (see file named "check-in_email" below), when my daughter and I arrived at the airport on February 21st, we were told we didn't have a ticket and could not board the flight.

      As a consequence, we had to be rebooked to leave the next morning at 10:17, and had to get transportation to an airport hotel, pay for dinner, spend the night, and pay for breakfast the next morning (see files named "*************************t and "meals-taxi").

      The total of our expenditures due to CXLOYALTY mismanagement was $356. I was advised by their operator "Jimmy" to write an email and attach the receipts documenting such expenditures, and was told they would be reimbursed.
      I had a phone conversation with an agent named "Kelly", who said she would expedite this request when I contacted them for the second time on March 18th.

      I have contacted CXLOYALTY four times altogether, and they always assure me that they will send me a check but have received no payment as yet. At this point I can only conclude that their promises are made in bad faith, because I have no evidence otherwise.

      I can be reached at 646-258-2362 if you have any further questions or need something else from me. I look forward to your prompt reply.

      Sincerely,

      **** ****

      Business Response

      Date: 08/24/2022

      Hi *******,

      We have confirmed that all required documentation has been received from the customer.  A check in the amount listed in his complaint was expedited and sent to the customer and it has been confirmed that the check was cashed. 

      Please let me know if you have anything further questions.

       

      Thank you,

      Karen

      Customer Answer

      Date: 08/24/2022



      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.




      Sincerely,



      **** ****

    • Initial Complaint

      Date:08/04/2022

      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.
      Went into **** ** ******* branch to pay my balance assist loan in cash, the account was paid off that night by a balance transfer, I overpaid and they cannot see the cash I paid to the loan ending in **** of 166.68, I need my refund

      Business Response

      Date: 08/25/2022

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

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

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

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

      Thank
      you for Ms. ********* concerns regarding a recent payment to **** ** *******

      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

      Customer Answer

      Date: 08/25/2022



      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:08/01/2022

      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.
      I have no idea how *** obtained my debit card information. I bought one item from them about a year ago. They randomly then started charging my bank account. I contacted them multiple times and they refunded my money but never canceled like I asked. June 22nd 2022 they took out 6.95. July 18th 2022 they took out another 6.95. And then today July 29th 2022 they took out another 6.95. I called the number provided in on the website again today, for the 4th time. The lady told me there was no proof that I’ve ever called to cancel or any refunds. I told her to cancel the account and I would be contacting my bank. She gave me a cancelation number and ended the call without refund of the 3 charges I’ve gotten in the past month. Im fed up with this company and I’m going to be opening a new bank account if it happens again.

      Business Response

      Date: 08/26/2022

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

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

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

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

      We
      are in receipt of Ms. *********** 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 Ms. *********** request, the ******
      Backstage Pass VIP membership was canceled and she will owe nothing further.

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

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

    • Initial Complaint

      Date:08/01/2022

      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.
      We booked a tour in **** ***** **** for May 29, 2022 through the ***** travel portal, which is managed by cX Loyalty, using ***** points. The tour operator never showed up at our hotel, and we had to hire another driver at great expense. We called *****/cX Loyalty that morning informing them of the no show and they said they'd look into it. The front desk manager at our hotel also called the number on the booking form and there was no answer. On June 13 we followed up by phone with *****/cX Loyalty and asked our points be reinstated due to the no-show. We called again on June 14 and were told they'd "escalate" reolution. On June 15 we got an email through cX Loyalty, from Viator, stating "Unfortunately, we are unable to offer a refund for this booking. According to the vendor, on the day of the tour, they had a vehicle and guide on standby in the city center in case the guest contacted to let them know where they wanted to be picked up. However, nothing happened. Because the guest had never given them pick-up instructions, they had no idea where to go." However, examining the voucher, and the booking confirmation from ***** Ultimate Reward Travel, there are no stated instructions that we must contact the tour operator. We believe the burden is therfore on the tour operator (who has been paid) to contact us, based on the information we gave when we booked the tour, to determine where and when to pick us up, as the tour's inclusions include "pick up and drop off at accomodation." Furthermore, as I mentioned earlier, when the operator failed to show at the ******** hotel the front desk manager called the number on the voucher for us (****** ****** * ***** - +***********) and no one picked up the phone, so it was therefore impossible to give them a pick up location at that time. ***** gave us a "goodwill" credit of 500 points, however we feel we are entitled to a full refund of the tour cost (16,150 ***** points) due to non-performance.

      Business Response

      Date: 08/04/2022

      Good morning, ****,

      The activity reservation refund has been processed for this consumer; once the refund is processed, it may take up to 7 business days to post the credit to the consumer’s account.

      A final email has been sent to the consumer.

      Please let me know if you have any further questions regarding this complaint.

      Thank you,

      Karen  

      Customer Answer

      Date: 08/04/2022



      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:07/26/2022

      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 booked tickets from ***** ******** ******* from ******** ********. Due to the visa rejection, I need to cancel those flights (********* *** *********). They cancelled them and gave me the flight credits. The flight credits have not posted in my account and I need to call if I would like to rebook with different destination which in the website, although the CS said it will post in the account.

      Additionally, per conversation with customer services, they will forfeit any left over if the new booking is less than the credit. It is totally different with what I see in ** airline website. The customer service refers me to this agreement:
      - If flight credit from a waiver is being used to book this trip, any unused credit value will be forfeited and the airline waiver conditions may supersede some information that is in this document.

      However, **, the airline, is actually allowing to use the credit multiple times. Therefore, when I book the tickets, I assume the airlines requirement will supersede the requirement. While in the website, they always mentioned to refer the provider information for refund or any cancellation.
      General airline rule mentioned in the attachment mentioned that the refund will follow the regulation from the airline (see attachment). ** website rule mentioned:
      If the ticket price is greater than the value of the Flight Credit, you may pay the difference only with a credit card accepted by ********.
      If the ticket price is less than the value of the Flight Credit, you can only use the value of Flight Credit needed for the current booking while remaining value will be issued as travel credit for future reservations.


      Because of that, I would like to be able to use the flight credit as the supplier/airline, *** mentioned in its website and since it is the credit was never shown in my ***** account and its difficult to use without calling it, I would like to transfer back the flight credit to the airline and can use directly with the airline.

      Business Response

      Date: 08/03/2022

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

       

      ** *****

       

      I was able to talk to the customer and explained the terms and conditions of the flight credits.

       

      Customer will try to contact ******** ******** first to rebook their flight.

       

      I provided him their ticket numbers so that the airline can locate their flight credits.

       

      If in case the airline declined to assist them, they will call us back.

       

      I also provided the customer 15,000 goodwill points as a courtesy.

       

      Let me know if you need anything else.

       

       

      Thank you,

      Jonnah
      Customer Service Executive
      cxLoyalty   

    • Initial Complaint

      Date:07/25/2022

      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.
      I cancelled my subscription with them and they are still charging me

      Business Response

      Date: 07/26/2022

      **** *** ****

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

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

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

      Thank
      you for Mr. ******** concerns regarding his recent cancellation request.

      After
      an investigation of our databases, we were unable to locate a record for Mr. ******
      in our databases with the information he provided.  In order to complete a more thorough search,
      please have Mr. ****** provide the name of the membership service that he would
      like canceled, the membership number and/or copies of his statement evidencing
      the charges from our company so we may review this matter further.

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

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

      Customer Answer

      Date: 07/26/2022



      Complaint: ********



      I am rejecting this response because:



      Sincerely,
      the business knew I cancelled


      ***** ******

      Business Response

      Date: 07/27/2022

      Please have Mr. ****** provide the requested details so I may locate his membership and comply with his request.

       

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


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

    • Initial Complaint

      Date:07/20/2022

      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.
      ***** ******* Bank merged with *** ******** Bank. I followed the new login instructions and can get to all my information. However, they will not allow me to pay my bill. When you click on the link to sign up there isn't a way to do it online and they want you to contact them for it. So you call and are on hold for hours until the call is dropped. The email system errors out when you try to use it and the chat never works. The chat says to try again during their business hours but even during business hours it doesn't work. You can't get a hold of anyone to pay your bills.

      Business Response

      Date: 07/26/2022

      **** *** ****

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

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

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

      Thank
      you for Mr. *****’s concerns regarding his recent correspondence.

      After
      an investigation of our databases, we were unable to locate a record for Mr. *****
      in our databases with the information he provided.  Please have Mr. ***** provide the name of the
      membership service and/or the membership number so we may review this matter further.

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

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

    cxLoyalty is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

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