Complaints

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:10/24/2024

  Type:Customer Service 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.

  They are a company that takes deductions for insurance policies. They have taken 4 payments out of my paychecks for a pet insurance policy that was canceled on October 1, 2024. They have told me for a month now that nationwide pet insurance would issue a refund. However, nationwide has stated they have not yet received any payments from corestream. Corestream has claimed to have "escalated my situation " and has claimed they have stopped removing money from my paycheck, but they have not. Nobody will call me. They won't give me a phone number to talk to customer service. They only communicate thru email. I am only asking that my money be refunded to me.

  Business Response

  Date: 10/30/2024

  This employee enrolled in ************* on 9/12/2024, with a 10/1/2024 effective date. The employee then cancelled her enrollment with the ************* provider. This cancellation was reported to us on 10/18/24 by the ************* Provider, at which point we cancelled her enrollment in our system and cancelled future payroll deductions. Up until this point, three payroll deductions of $14.97 had been taken by her employer for this coverage. A fourth deduction of $14.97 had already been requested prior to Corestream receiving the cancellation from the ************* Provider, which was taken on 10/25/2024. Corestream's system then processed a refund for the total of all four deductions ($59.88) and a check was issued and mailed on 10/30/2024 to the employee in that amount.  We have informed the employee of the issuance of her refund check today (10/30/24) via email. Regarding the complaint that we will not communicate via phone, this issue was escalated to a supervisor who offered to call the employee, but the employee did not respond to the offer, so we resolved had to resolve the case via email.  If there is anything additional Corestream can do to resolve this issue to the satisfaction of the BBB or the employee, please let us know.
  

• Initial Complaint

  Date:01/17/2024

  Type:Sales and Advertising 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.

  In April of 2023 I bought two first class tickets to ******* for a trip in October. On the return flight in october my flight was delayed and rescheduled for the next morning as an economy flight. I sent in a refund request to Delta who approved the refund and refunded it to Expedia. Since I booked my flight through corestream which then goes through Expedia to book the flights, ***** told me that the money had been refunded to them and that Expedia would send me the money. After a month I contacted Expedia and they said they had no idea what I was talking about and couldn't find the flight Itinerary or any information regarding the trip. This happened the three separate times I called them. So I finally got in contact with corestream and after a long email exchange with them, I was told that they had contacted Expedia and Expedia said they had refunded the money. The only proof of this conversation that was offered by Corestream were two email confirmations of a refund confirmation. However I had not recieved this refund. So I contacted Expedia again and was told that they didn't work with corestream. However ***** said the refund went to them and Coresteam had gotten in contact with them. I have still not recieved my refund. Either Expedia or Corestream are actively lying to me about having contact with the other.

  Business Response

  Date: 01/23/2024

  Thank you for your email dated January 16, **** regarding complaint ********, and for providing a chance for us to respond.

  Corestream provides Voluntary Benefit solutions to employer groups.  These solutions include voluntary benefit products such as ************* and ************************* as well as discounts to hundreds of retail groups.  The individual who filed this complaint utilized the latter, and took advantage of a discount being offered on Expedia.  When a member clicks on a discount offer on our platform, they are directed to that specific vendor via a URL that contains the respective discount code, leaving our platform in the process.  Any actions a member takes after leaving our platform are performed directly on the vendor's platform.  We have no visibility to any transactions that take place between the member and the vendor, not do we have any part in handling or transfer of any financial transactions.  This member was charged by Expedia and as such will need to procure their refund from Expedia.

  When this member contacted our ************* team for assistance we did attempt to assist them with getting their refund from Expedia. The member shared with us that Delta had provided a refund to Expedia on 11/1/2023 and not to the member.  When Corestream contacted Expedia to gather more information and to attempt to assist the member, Expedia provided screenshots confirming a refund was issued back to an **************** card at the time of booking ending in 3165.  When we shared this information with the member, the member stated they do not have a card ending in 3165.  When additional information was requested from Expedia around this credit card, Expedia stated that they were unable to provide the name on the card due to privacy laws.

  Because this complaint involves a transaction that took place between the member and Expedia, and because Expedia will not share any additional information with Corestream on the credit card/account to whom they issued the refund, Corestream is unable to provide any additional assistance or guidance to this member.  If additional information is made available to us through either the member or Expedia, Corestream will certainly re-open the case and do all that we can to assist.

  If you have any questions or would like additional information concerning this issue, please do not hesitate to contact me directly.

  Sincerely,
  *************************
  EVP Customer Success

  Customer Answer

  Date: 01/24/2024

   
  Complaint: 21155620
  
  I am rejecting this response because: you have lied. I did not ask for the name of the person on the card. I asked for the name of who you talked to at Expedia. But I was told you couldn't give me the name of the person you talked to. Which is why I don't believe that you ever talked to them.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 02/02/2024

  Thank you for your response - we understand your frustration with not being refunded the monies you have been promised and which you are owed.  After additional conversations with Expedia, it continues to appear that your refund was issued to a credit card that you do not own.  In the interest of resolving this matter for you, Corestream has made the decision to issue a payment to you that matches the amount of the refund.  Corestream will then work with the other vendors to recoup this amount.

  Corestream will issue a check and send to you via US Mail.  Can you please confirm your mailing address by emailing that information to me directly (*******************************)?  I will then ensure the check is cut and mailed within the next 5 business days.

  I thank you for your patience while we tried to resolve this with the vendors, and hope that our decision to make this payment to you directly so you face no additional delay resolves your inquiry.

  Many thanks,

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

  Customer Answer

  Date: 02/05/2024

   
  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,
  
  ***************************