Complaints

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

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• 

  AARP

  601 E St NW Washington, DC 20049-0001

• 

  AARP Kentucky State Office

  10401 Linn Station Rd # 121 Louisville, KY 40223

• 

  AARP Ohio

  2930 131st St Toledo, OH 43611

• 

  AARP

  2200 Drake Ave SW Huntsville, AL 35805

• 

  AARP Mississippi

  141 Township Ave Ste 302 Ridgeland, MS 39157

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:09/01/2022

  Type:Service or Repair 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 two separate occasions I renewed my membership to AARP they offered a gift of a car caddy if you renewed your membership. I did this twice and I have not received the rear car caddy. I wonder is this just a scam ? They certainly have my address because I weekly receive all sorts of mail from them.They owe me those car caddy bags I renewed and paid for the membership.Thank you for your assistance.*************************

  Business Response

  Date: 09/08/2022

  September 7, 2022
  
  BBB of Metro Washington, DC and Eastern PA
  1411 K Street, NW 10th Floor
  Washington, DC 20005
  
              Re: *************************, #******** 
  
  To the Dispute Resolution Team:
  
  We are in receipt of your letter regarding *************************** claim that he has never received membership premiums from AARP after renewing his membership twice.  We have investigated his concern and welcome the opportunity to resolve this matter.
  
  *************** has been a valued AARP member for 14 years. His most recent membership renewal took place on May 9, 2022, with a $16.00 payment for 1 year. While our records do not reflect that the renewal offer to which he responded included a premium item, as a token of our appreciation for his past and continued support, we have ordered the premium he requested.
  
  We have a record of **************** contacting us about a premium on May 6, 2022, via live chat.  The agent asked **************** for his address and **************** did not respond to the agents question. Therefore, an order for a premium was not placed on that day.
  
  We also received a letter from ****************, dated August 5, 2022, in which he requested the Premium Trunk Organizer for his membership renewal. Our records show that a Premium Insulated Trunk Organizer was ordered on August 29,2022 via USPS. The USPS Tracking number is **********************, and *************** can use the USPS website in order to track the status of his Insulated Trunk Organizer. The Insulated Trunk Organizer was mailed to the following address:
  
  **** ********** *** ******
  Mount Dora, FL *****
  
  If **************** has any further questions, it would be my pleasure to assist him.  He may contact me directly at ************. If more convenient, he may send an email to my attention through the following email address, [email protected].
  
  Thank you for bringing this matter to our attention. It is our hope that our actions demonstrate our commitment to enhancing the quality of life for all, as a responsible, effective consumer advocate. 
  
  Sincerely,
  
  Sam R***********
  Member Communications Ombudsman

• Initial Complaint

  Date:08/31/2022

  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 payed for a course to reduce points on my license with the promise it would be reported to the dmv. It was not. I finished the class on august 11th for a new job required it to show up on abstract. Aarp never reported it because it still hasn’t showed up. Had I known they weren’t going to report it then I would’ve never paid for the class through them. I need the certificate put on my ny dmv abstract tomorrow not the 20th of next month because they said on the phone they only report on the 20th of every month. I want a refund regardless because now I might not get the job because of this and I want it reported tomorrow that I completed the course.
  

  Business Response

  Date: 09/07/2022

  September 7,2022
  
  BBB of Metro Washington, DC and Eastern PA
  1411 K Street, NW 10th Floor
  Washington, DC 20005
  
              Re:      Complaint #********
                          *****************************
  **** *************
  Matawan, NJ *****
  
  To The Dispute Resolution Team:
  
  We are in receipt of your letter regarding ****************'s claim that AARP Driver Safety did not transmit his course completion certificate to the New York State Department of Motor Vehicles (NYS DMV) in a timely manner. We have investigated his concern and welcome the opportunity to respond.
  
  *** ********** completed an AARP Driver Safety Course on August 9, 2022. AARP Driver Safety informed us that there was a technical issue, now resolved, that interfered with the transmission of the certificate to the NYS DMV. We apologize for the lapse. This is what we have done to “make it right:”
  
  Transmitted the certificate and information to the NYS DMV as of this date, September 7, 2022.
  Provided *** ********** with a full refund of his course fee. This will appear as a credit back to his original form of payment.
  
  We apologize for any frustration or confusion *** ********** may have experienced.
  
  If *** ********** should have any further questions, he may call me directly at ###-###-####, and it would be my pleasure to assist him further. If more convenient, he may send an email to [email protected] or mail to the following address: AARP, Ombudsman Team, 601 E Street, Washington, DC  20049.
  
  We would like to thank you for bringing this matter to our attention. It is our hope that through our actions we have demonstrated our commitment to enhancing the quality of life for all, as a responsible, effective consumer advocate.
  
  Sincerely,
  
  Bruce B******
  Consumer Care Ombudsman
  [email protected]

• Initial Complaint

  Date:08/31/2022

  Type:Service or Repair 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 is an ongoing issue that started back in 2005 and has only gotten worse. I am not sure that you can help with but I would like to try. AARP has continually contacted us (my husband and myself by mail). Now I believe they have sold or shared our information with other businesses. I am being contacted by both email and by regular mail literally more than six times per week by AARP and several other businesses. At this point I feel that I am being harassed. I have called into AARP to opt out of any mailings. I have put returned to sender on mailings and I have even sent letters to them asking them to remove me from any mailing list and to not give out my contact/address info to other companies. I got another letter today with a membership card in it , again. Please help me to get them to stop. I am tired of taking the time to shred this mess and I am tired of wasting the blades on my paper shredder.

  Business Response

  Date: 09/15/2022

  September 15, 2022
  
  BBB of Metro Washington DC and Eastern Pennsylvania
  1411 K St. NW, 10th Floor
  Washington, DC  20005-3404
  
  Re:      Complaint ********
  *******************************
  P.O. Box **
  Peculiar, MO *****
  
  To the Dispute Resolution Team:
  
  We are in receipt of your letter regarding ********************************* claim that she and her husband continue to receive unwanted mail and email from AARP.  We have investigated this matter and welcome the opportunity to respond.   
  
  Per ************************ complaint, I called her at ************** in order to determine the names of the individuals receiving unwanted mailings, and the correct mailing address,as the details provided via the BBB Complaint were incomplete.
  
  We had a lengthy and productive conversation about the matter and ********************** provided me with two mailing addresses at which they are receiving unwanted solicitations to join AARP.  Additionally, she informed me that the mailings are being sent to multiple variations of mis-spelled names for both herself and her husband at both addresses.
  
  I worked with my colleagues across the Association to address her concerns and resolve her complaint.  Both AARP Enterprise Data and AARP Services, Inc have blocked future targeted mailings from AARP to the following addresses:
  
  PO Box **
  Peculiar, MO *****
  
  *** **** ********
  Peculiar, MO *****
  
  *** * ********
  Peculiar, MO  *****
  
  In addition to targeted mailings, AARP also distributes generic promotional pieces as part of AARP’s overall membership acquisition program. These pieces are neither addressed to nor targeted to a particular person or household. They are inserted either in shared mail programs (bundled with other offers from other retailers or marketers) in the regular USPS mail, or inserted inside a subscription newspaper or catalog. Since these are mass generic inserts, we cannot control who receives them or whether the recipient lives in a 50+ household. 
  
  We ask that *** ********* allow up to eight weeks for all targeted mailings to stop. This is to ensure that any mailings already in progress will be completed.  To that end, I encourage her to contact me directly should she continue to receive unwanted mailings from AARP after November 10, 2022 so that I can investigate further.
  
  Additionally, I verified *** *********’s email address (*****************@*****.***) and ensured that it has been Globally Opted Out from communication with AARP.
  
  If she has any further questions or concerns, she can email any correspondence to my attention at [email protected], or mail to: Consumer Care Ombudsman, AARP, 601 E Street, NW, Washington, DC  20049.  Additionally, she can call me at (562) 496-5216.
  
  We apologize for any frustration this matter has caused *** *********.
  
  Thank you for bringing this matter to our attention. It is our hope that our actions demonstrate our commitment to enhancing the quality of life for all, as a responsible, effective consumer advocate. 
  
  Sincerely,
  
  Justin A**************
  Consumer Care Ombudsman
  [email protected]

• Initial Complaint

  Date:08/22/2022

  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.

  I spoke with an agent at the aarp Hartford around July 10 2022 regarding getting an auto and homeowners policy. We found a suitable policy and I agree to have the policy start on 8/22 because that was the date my only policy would expire. I gave my payment information, and the agent said no amount would be charged to my account until 7/22. Well on July 17,22 a payment was processed through my bank account and because there was no fund there because no payment was expected to come through, again until 7/22. I was charged an overdraft fee of $25 from by my bank. I called The Hartford and explained that was this issue and I wanted my overdraft fee refunded. The agent said she would take care of making sure the policy was effective 7/22 and the $25 refunded. I thought that was the end but if was not. They still tried to put the payment through my bank again, so I went online and the policy was still showing active so I cancelled the policy myself to keep the company from putting through another charge and creating a second overdraft fee. I called a 7th time n 7/22 and the agent there gave me a new policy for 7/22. She recognized what happened before. Today I see my bank account and I have been charged $270.60 . Because I was billed a portraited amount for the policy for 7/16 which should not have been put through until 7/22, and for my current month. If I don't get a refund within 7 days of this of the company receiving this complaint, I am going to cancel all policies. I want a refund of the $25 overdraft fee and $107.00 over billing to my bank account

  Business Response

  Date: 09/08/2022

  September 8, 2022
  
  BBB of Metro Washington DC &
  Eastern Pennsylvania (Washington, DC)
  1411 K St, NW 10th Floor
  Washington, DC 20005-3404 
  
  Attn:BBB Representative
  
  Re:*****************************
  ID: ********
  
  Dear BBB Representative: This letter is in response to a recent complaint to the Better Business Bureau, filed by *****************************. The issue is enrolling into an auto & homeowner insurance policy with The ********. This complaint has been referred to me for investigation and response.
  
  Please be advised that AARP contracts with providers to make products and services available to AARP members. Neither AARP nor its affiliate is the provider. When AARP receives a complaint such as the one that you forwarded, AARP will forward the complaint to the appropriate provider for feedback, research and/or response.  Since AARP is not the service provider, we unfortunately cannot access **. ****** records with The ******** to address her concerns. To assist, we forwarded the complaint on behalf of **.****** to The Hartfords Escalations Team to have a thorough review and investigation completed. The ******** will be contacting ************** directly to advise the outcome of this matter.
  
  We truly apologize for any frustration ************** experienced. Should she have any additional questions or concerns to bring to my attention after hearing from The Hartford, she can respond directly to this complaint or call me at ************. Should you have any additional questions, please do not hesitate to contact me.
  
  Sincerely,
  
  Thelma G****
  Member Relations
  AARP Services, Inc.
  601 E St NW
  Washington, DC 20004
  ASI Case ID: ********

• Initial Complaint

  Date:08/16/2022

  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.

  I have received two bills from AARP ******* with late fee charges of $29 each. These were not late according to my bank statement. They arrived in time. They corrected after I called them, and it was corrected, they gave me a credit. Now I get another statement this month with another $29.00 fee on it and they claim again that it was late. I mailed it on July 30 with a due date of August 7 and they posted it August 10.

  Business Response

  Date: 09/22/2022

  September 22, 2022
  
  BBB of Metro ************* &
  Eastern Pennsylvania (**************)
  1411 ******** 10thFloor
  ************** 20005-3404
  
  Re:  *************************
  ID: ********
  
  Dear BBB Representative:
  
  This is a response to a recent complaint to the Better Business Bureau, filed by *************************. The issue is regarding AARP Essential Rewards Mastercard provided by Barclays. This complaint has been referred to me for investigation and response.
  
  We are sorry to learn that **************** keeps being charged a late fee by Barclays and he feels that the payments were not late. Please be advised that while AARP contracts with providers to make products and services available to AARP members, neither AARP nor its affiliate is the provider. When AARP receives a complaint such as the one that you forwarded, AARP will forward the complaint to the appropriate provider for feedback, research and response. Since ************************* is referring to issues with Barclays, we forwarded his complaint to Barclays for investigation and response. Barclays will be contacting him directly to advise the outcome of this matter.
  
  We truly apologize for any frustration ************************* experienced. Should he have any additional questions or concerns to bring to my attention after hearing from Barclays, he can respond directly to this complaint or call me at ************. Should you have any additional questions, please do not hesitate to contact me.
  
  Sincerely,
  
  ***********************
  Member Relations
  AARP Services, Inc.
  601 *******
  **************
  20004
  ASI Case ID: ********

• Initial Complaint

  Date:08/02/2022

  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 June 21, 2022, AARP cashed my $63 check for a 5 year membership. On July 2, 2022, I received a "membership has expired"notification from AARP and an offer for a 5 year membership at a reduced price of $49. On July 2, 2022, I sent a letter to AARP, PO Box 2400, Long Beach, CA asking for written notification that my membership was active or I would contact the BBB. On July 15, 2022, I received a second "membership has expired" notification from AARP. On July 15, 2022, I sent a second letter to Stephanie M****, Senior Vice President of Membership, AARP, 3200 East Carson Street, Lakewood, CA asking for written notification that my membership was active and my membership kit by July 31, 2022 or I would contact the BBB. AARP has had plenty of time to process my membership. It appears that I am a victim of mail fraud since my check was cashed but I have received nothing in return -- no membership kit and no response to two letters. If AARP is not going to process my membership, then I would like my money returned.

  Business Response

  Date: 08/09/2022

  August 9, 2022
  
  BBB of Metro Washington, DC and Eastern PA
  1411 K Street, NW 10th Floor
  Washington, DC 20005

             Re:      Complaint # ********
                          ***************************
  **** ***************
  Blacksburg, VA  *****
  
  To the Dispute Resolution Team:
  
  We are in receipt of your letter regarding **** *********’s claim that he continues to receive expiration notices after renewing his AARP membership and writing multiple letters to confirm his membership was active.  We have investigated his concern and welcome the opportunity to respond.
  
  *** ********* has been a valued AARP member for 14 years. AARP sent a renewal notice to *** ********* on June 6, 2022 and again on June 20, 2022. *** ********* sent in a $63 payment for a five year membership on June 16, 2022 and the payment was recorded in our system on June 21, 2022.
  
  Our records show that *** ********* wrote two letters to AARP on July 2 and July 15, 2022 requesting an apology and written confirmation his membership is active and in good standing. There was no reply written to *** ********* after his first letter and a contact center agent issued new membership cards on July 26th after receiving *** *********’s second letter.  Unfortunately, there was no correspondence sent to *** ********* after the second agent ordered new membership cards. We apologize for both agents’ oversight and have passed on the appropriate coaching feedback to contact center management.
  
  We apologize for any inconvenience this may have caused *** *********.  As a courtesy, we have refunded his $63 payment and added five years of membership to his account at no cost to him.  New membership cards and a refund check under separate cover have been sent to the following address and he should receive them within 4 weeks:
  
  **** ***** **
  BLACKSBURG, Virginia *****
  
  If *** ********* does not receive his membership cards by September 6, 2022, he may call me directly at ###-###-####, and it would be my pleasure to assist him further.  If more convenient, he may send an email to my attention through the following email address, [email protected].
  
  We would like to thank you for bringing this matter to our attention. It is our hope that through our actions we have demonstrated our commitment to enhancing the quality of life for all, as a responsible, effective consumer advocate.
  
  Sincerely,
  
  Lauren A******
  Consumer Care Ombudsman

  Customer Answer

  Date: 08/11/2022

  
  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 have received my new membership cards and I appreciate the thoroughness of the business response.
  
  Thank you,
  
  ***************************
  
  

• Initial Complaint

  Date:08/01/2022

  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.

  8/1/2022 I discovered a bill for $16.00 on my ****** account from AARP stating it was a membership fee. I have NEVER contacted AARP for membership information or submitted a membership application. I called the number on the charge and the woman gathered all of my information (name, address, DOB) and I told her it was as if she was information gathering on me. I just needed her to cancel the bill/autopayment on ******. She said she could not until they receive the money! This is totally ridiculous. It appears that AARP is abusing the "elderly" they advertise they want to protect! ****** Below is the information regarding AARP on the ****** transaction. Seller info AARP 888-687-2277 [email protected]

  Business Response

  Date: 08/16/2022

  August 16, 2022
  
  BBB of Metro Washington, DC and Eastern PA
  1411 K Street, NW 10th Floor
  Washington, DC 20005
  
  Re:  ***********************, Case #********

  Dear Dispute Resolution Team:
  
  We are in receipt of your letter about the complaint of ****** ***** that was filed with your office on August 5, 2022 and transferred to our office for handling. The complaint is regarding *** *****’s concern that $16 was withdrawn from her ****** account without authorization; therefore, she is requesting a refund for these funds. We have investigated *** *****’s claim and welcome the opportunity to resolve this matter.
  
  Our records show that *** ***** originally contacted us on August 1, 2022, to have this issue addressed; however, neither a membership account nor the $16 payment in question appeared in our system at the time. For this reason, the complainant was asked to contact us again the next day in hope this charge would post into our system and help us better assist her. Subsequently, *** ***** contacted us on August 4, 2022, and the payment still could not be located. However, the agent initiated a $16 refund that was scheduled for mailing to the address (***** * ******* ***., Aurora, CO *****) that we have on file for her. She was also informed that it would reach her within 3 to 4 weeks of that date.  Upon receipt of this complaint, it was discovered that the $16 ****** payment from *** *****’s account was linked to a member’s account with the name ***** ** *****. It was later verified through our system and listening to previous phone calls that the correlation was a daughter-father relationship. Furthermore, *** *****’s ****** account was used to setup auto-renewal for *** ***** *****’s AARP membership account (#**********) last year on August 1, 2022. Under this process, a discounted rate of $12 (vs the standard annual rate of $16) was charged, in exchange for the account to be auto-renewed annually on August 1. Auto-renew could be cancelled at any time.
  
  Per her request, we have refunded the $16 back to *** *****’s ****** account as opposed to a check payment. The refund should appear shortly in *** *****’s ****** account. *** *****’s AARP membership account will expire at the end of August/2022. If he wishes to maintain the account, it will need to be renewed before month’s end. I apologize for any inconvenience or frustration this may have caused *** *****.
  
  If she should have any questions regarding this issue, *** ***** may call me directly at ###-###-####, and it would be my pleasure to assist her further. If more convenient, she may send an email to my attention at [email protected]  or mail it to the following address:  AARP, Consumer Care Ombudsman Team, 601 E Street, NW A9-135G, Washington, DC 20049.
  
  Again, we would like to thank you for bringing this matter to our attention. It is our hope that through our actions we have demonstrated our commitment to enhancing the quality of life for all, as a responsible, effective consumer advocate.
  
  Sincerely,
  
  Angelo *. B*****
  Member Communications
  [email protected]

  Customer Answer

  Date: 08/24/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  

  I totally forgot that my banking account was being used to pay for my father's AARP membership.  I just wish AARP could have told me when I made the first phone call regarding the $16.00 payment that I was paying for *********************** and this entire mix up could have been prevented.  At the second phone call AARP told me I was the back up payer for a ********************* which was of course not the case, which supported my thought that I was being fraudulently billed.   This misunderstanding has caused me so much grief with my bank which stopped all payment to ******, with ****** which in turn did not want to allow my banking account to be used again etc.  What a mess over $16.00.  

  Lesson learned for me is to document on a calendar all payments for my father and all future payments.  

  I did contact AARP again, spoke with a really great representative who accepted my **** card payment for my father's membership.  So now everything has been straightened out.

  Thank you for researching the issue for me and for discovering why I was being billed by AARP and it was a correct billing.  I appreciated your time and response.

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  Regards,

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

• Initial Complaint

  Date:07/26/2022

  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.

  May 26, 2022, I purchased 5 $500.***** ********* gift cards from AARP. 4 of the 5 gift cards worked perfectly but the 5th card had an issue. When I tried to process the 5th gift card, I was told that this card had already been processed in 2015. How can this be I bought this on May 26th of 2022. Since May 28th after I realized there was a problem, I have been trying to get this resolved but no one knows how to correct this problem. In the meantime, they have my money and every time I contact them, I get the run around with no resolution. I'm only asking for what I paid for. AARP has member benefits I paid $450.00 for a $500.00 gift card. It has now been 7 weeks and I have gotten nowhere they are telling me that the issue has been escalated. Whatever that means. I have a list of names and phone numbers that I can provide if needed. I would like to have a working gift card $500. and an apology from AARP because of this issue they I nearly lost thousands of dollars as this was my cruise payoff money. Thank you

  Business Response

  Date: 08/05/2022

  BBB of Metro Washington, DC and Eastern PA
  1411 K Street, NW 10th Floor
  Washington, DC 20005
  
  Re: Complaint ********
  ******* ********
  PO BOX ****
  Riverview, FL *****
  
  To The Dispute Resolution Team:
  
  We are in receipt of your letter regarding *** ******* ******** request for a refund or replacement of a $500 ***** ********* gift card she purchased from AARP Rewards on May 25, 2022.  We have investigated her concerns and welcome the opportunity to resolve this matter.
  
  *** ******** has been a valued AARP member for 12 years and has been an active AARP Rewards participant. *** ******** purchased five ***** ********* $500 gift cards for the reduced price of $450 each on May 25, 2022.  Unfortunately, only four of the five gift cards purchased were active due to a technical error.
  
  *** ******** called the AARP contact center on June 2, and the agent with whom *** ******** spoke instructed her to contact ***** ********* directly regarding the inactive gift card. *** ******** subsequently called AARP on July 6, 11 and 15, each time confirming that she had received a zero balance ***** ********* gift card and requesting a replacement for that single gift card.  An internal case was created on July 6 and sent to the appropriate management team. A member of the escalations team emailed *** ******** on July 15th, explaining her case had been directed to the Rewards team, as well as leaving her direct AARP contact information.
  
  Unfortunately, *** ******** was not given a time frame for her resolution, understandably causing her concern. This time frame issue has been escalated to our senior Rewards Management for a quality assurance review.
  
  On July 27, the Rewards team validated that due to a technical error the gift card did have a zero balance and confirmed $500 had been added to the balance of the gift card. An email was sent to *** ******** on July 27, 2022, confirming that ***** ********* had added $500 to the gift card. 
  
  AARP apologizes for any frustration *** ******** and her family have experienced due to this lapse.
  
  If *** ******** should have any issue with her gift card or further questions about AARP’s Rewards program, she may call me directly at (562) 496-5266, and it would be my pleasure to assist her further.  If more convenient, she may send an email to [email protected].
  
  We would like to thank you for bringing this matter to our attention. It is our hope that through our actions we have demonstrated our commitment to enhancing the quality of life for all, as a responsible, effective consumer advocate.
  
  Sincerely,
  
  Monica
  Consumer Care Ombudsman