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:06/12/2025

  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.

  Recently signed up for commuter benefits through the website. *** new employee. Benefits were deducted on 2 paystubs. No commuter card received. Tried calling company for 2 weeks. No answer on the phone. Stayed on hold for 2+ hours on multiple days. Left voicemail on 6/11/2025 and 6/6/2025. Sent emails on 6/12/2025 and 6/6/2025. No responses from Edenred. Would like to know when to expect the commuter card and where my money is. Will I be reimbursed for the funds that was already deducted from payroll that could not be used during this time. Thank you.

  Business Response

  Date: 06/12/2025

  Thank you for reaching out and sharing your concerns regarding your commuter benefits. I sincerely apologize for the inconvenience you have experienced with our service, including the delays in receiving your commuter card and the difficulty in reaching our support team.
  

  We understand how important these benefits are to you, and I want to assure you that we are actively looking into your situation. Your commuter card should have been processed and sent to you, and we are currently investigating the status of your card and the deductions from your paystubs.
  

  Regarding your inquiries about reimbursement for the deducted funds, we will ensure that this matter is addressed promptly. Once we confirm the details of your account, we will provide you with information on how to proceed with any necessary reimbursements.
  

  Please allow us a little time to resolve these issues. I will personally follow up with you as soon as we have more information. In the meantime, if you have any further questions or need immediate assistance, please feel free to reply to this message or reach out to our customer support team again.

• Initial Complaint

  Date:06/08/2025

  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.

  My name is ****** ****, and I am a member of the Edenred Commuter Benefits program under ****************** I never received my Commuter Check Voucher for $1,260 that I paid for in December of 2024.For November 2024, I purchased and successfully received a (1) Commuter Check for parking and (2) a Prepaid MasterCard for transit. This was my first time using the Edenred service, and I was pleased with the service since I travel to my office very frequently throughout the week.For December 2024, I continued to purchase and successfully receive a (1) Commuter Check for parking. However, I also ordered a Commuter Check Voucher for transit that totaled $1,260 (4 checks for $315) that I never received.During December, I submitted a note to the Edenred website that I had not received my voucher, and it was critical to my work to have the voucher sent as soon as possible. After not hearing back, I spoke with 2-4 ***************** and Edenred's customer service representatives over 10 times, coming to no resolution. During January and February, I went back and forth explaining my situation and how urgently I needed to be reimbursed for the $1,260. I received notice from ******, a member of Edenred's de-escalation team, that the Commuter Check Vouchers I ordered were cashed in, but not by me. I have attached the email receipts confirming my (1) approval and (2) fulfillment of these vouchers. I can also provide proof of my bank statements that I have not cashed in this voucher. I live in a very low-crime neighborhood and have never experienced theft. Are you able to see where this voucher was cashed out?In April, I reported this issue to ***** ****** ************************************ the ***************** H&B Support Supervisor, explaining the situation. I have not heard back from her or any member of the Edenred team since. It is quintessential for me to get that $1,260 payment back, so I am now submitting a BBB requesting support and guidance.

  Business Response

  Date: 06/10/2025

  Thank you for reaching out and sharing your experience with us. I want to sincerely apologize for the difficulties you have encountered regarding your Commuter Check Voucher and the lack of communication from our team. I understand how important this matter is to you, especially given the significant amount involved and the urgency of your situation.
  

  Please know that we take your concerns very seriously, and I will personally look into this matter right away. We will investigate the circumstances surrounding the cashing of your voucher and work to determine where the issue occurred. Your attached receipts and bank statements will be invaluable in this process.
  

  I appreciate your patience as we address this issue, and I assure you that we will respond to you directly with updates as soon as possible. In the meantime, if you have any further information or questions, please dont hesitate to reach out.
  

  Thank you for your understanding, and we are committed to resolving this for you.

  Customer Answer

  Date: 06/11/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Thank you for your response here and understanding for how urgent this matter is.

   Please keep me informed on your investigation on the cashing of my $1,260 voucher and how we can get it back to me.

  I will keep this response thread open until there is a resolution. Talk to you soon

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

• Initial Complaint

  Date:06/06/2025

  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.

  My company provided commuter benefits through Edenred Benefits. I have resigned from the company. I have paid into Edenred Benefits monthly from my paycheck and have a balance on the Edenred debit card. I am trying to get back the monies I had paid into Edenred Benefits. I have been trying to contact Edenred on the telephone number at the back of the debit card *************) and on their website *************). I have stayed on the telephone for over 90 minutes with no one answering either phone number. I have also no access to Edenred Benefits website. The username and password that I had previously used is no returning the error ******************************* is currently unable to handle this request. HTTP ERROR 500 I am trying to contact Edenred Benefits to retrieve the monies that was deposited into the Edenred debit card that I had paid into.

  Business Response

  Date: 06/10/2025

  Thank you for bringing your concerns to our attention. We sincerely apologize for the difficulties you have experienced while trying to retrieve your funds from your Edenred Benefits account. We understand how frustrating it can be to encounter such challenges, especially after your recent resignation.
  

  Please be assured that we take your complaint seriously and will look into this matter promptly. Our team is committed to resolving your issue and ensuring that you receive the assistance you need. We will respond to you directly with an update as soon as possible.
  

  In the meantime, if you have any additional information or questions, please feel free to reach out to us.
  

  Thank you for your patience and understanding.

• Initial Complaint

  Date:05/23/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 been trying unsuccessfully to resolve an issue with Edenred since March 13, 2025 (10 weeks ago). They mistakenly labeled ~$300 of commuter credits as parking credits when my employer started using Edenred (from *********). I never had any parking orders, credits, etc, and have been trying to have them correct this mistake and have access to my transit credits. I have spent multiple hours reaching out 8 separate times, once over e-mail and 7 times over the phone, over the last ten weeks. I have been told twice the issue was resolved, yet continues to not been fixed.

  Business Response

  Date: 05/27/2025

  Thank you for reaching out and sharing your concerns regarding the issue with your commuter credits. We sincerely apologize for the frustration and inconvenience this has caused you over the past ten weeks.
  

  Please be assured that we take your complaint seriously and are committed to resolving this matter promptly. We will investigate the situation regarding the mislabeling of your credits and ensure that you have access to your transit credits as intended.
  

  We appreciate your patience as we look into this issue, and we will get back to you with an update as soon as possible. If you have any further questions or additional information to share in the meantime, please do not hesitate to reach out.
  

  Thank you for your understanding.

  Customer Answer

  Date: 06/10/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  the business' non-update (that they'll look into the issue) in order to keep the complaint open. It has not been resolved so need to keep it open; am not satisfied with the response.
  

  
  

• Initial Complaint

  Date:05/07/2025

  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 have been using Edenred through my company for the past 4 months to pay for a metro pass as well as parking expenses. This had worked fine after a rocky start, but the, come May 1st 2025 I get a charge on my credit card from the metro. It turns out that Edenred through what they are calling a "technical issue" did not submit the correct benefits information to the metro. I have called them several times to try and get them to make this right and to reimburse me for the charge but they are stone ******* saying it isn't their fault and that they have corrected the issue. Their version of correcting the issue is to add funds to the metro benefits which does nothing to reimburse me for what has already been charged. And, because I had to use the pass to get to work, the metro cannot refund the pass and charge it to the new funds. All Edenred had to do was to add the funds they didn't send back to my account so I could submit a claim and get my money back that way, but instead they decided to not do that and refuse to take any actions to reimburse me. Additionally, while they did acknowledge a "technical issue" they are also under the impression that they aren't responsible for it, when it was an issue on their side, with their system.

  Business Response

  Date: 05/12/2025

  Hello,

  Thank you for bringing your concerns to our attention through the Better Business Bureau. We sincerely apologize for the frustrations you have experienced, as it is always our goal to ensure our customers are happy and satisfied with our ********************.
  We understand how disappointing it can be when expectations are not met, and we are truly sorry for any inconvenience this situation may have caused you.

  Please rest assured that we are actively looking into the matter and are committed to resolving it as quickly as possible.
  We appreciate your patience and understanding as we investigate this issue further. We will reach out to you as soon as we have more information to share. Your satisfaction is very important to us, and we are dedicated to making this right.
  

  Thank you for your understanding.

  Customer Answer

  Date: 05/12/2025

  [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 have reviewed the response submitted by the business and have determined that, while the response does not satisfy my issues and/or concerns in reference to complaint #********, I have resolved this issue internally through my own company. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ******* *****

• Initial Complaint

  Date:05/05/2025

  Type:Sales and Advertising 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 paid for services (parking reservations), but it seems my account was suddenly deleted (not by me) so I can't access my account or the reservations. No one answers their customer service line. Ever. This is not the first issue I have had with them, and they do not answer their calls, emails. There is no way to contact them. They should not be in business if they take people's money and do not respond to customers or provide an efficient way to address issues.

  Business Response

  Date: 05/09/2025

  Hello,

  We are very sorry that you are having issues with your parking reservations.  We are also sad to hear that you have not been able to get in touch with one of our Support Agents.  WE take concerns like this very serious and strive to deliver excellent service.

  I have sent your information over to our team and they will look into this immediately.  We will contact you directly with a response and a solution in the next 5 business days.

  We are sorry for the inconvenience and thank you for the chance to make it right.

  Best,

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

  VP of CX at Edenred

• Initial Complaint

  Date:04/02/2025

  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.

  For the past 3 months, I've cancelled my benefits my EdenRed Commuter benefits on their website and for the past 3 months I was charged. I've reached out via email . . . no response. I've called in multiple times, attempting to un-elect my benefits, but you can never reach a real person. This week alone I've been on 2 calls waiting to speak to a person before having to end the 40+ minutes. I'm on 3rd call this week - 49mins 41 secs and counting - waiting to speak to someone right now as I'm writing this complaint, still trying to opt out . . . 4 months later than intended!Do not join this company for benefits. They make it a hassle to troubleshoot, seek assistance, or opt out. Not very user friendly, or customer focused, just money hungry based on their quick manner to take your money and making it impossible to talk to a real person/agent (in order to retrieve it).

  Business Response

  Date: 04/08/2025

  We have contacted the customer with a proposed resolution to their complaint

• Initial Complaint

  Date:03/29/2025

  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.

  For the orders I competed for March and April 2025, I have been told that the orders for my commuter benefits have been fulfilled, but I have not received my commuter bus passes for either of those months despite paying pretax income for them. I am constantly on hold when trying to call and never can get a hold of anyone to follow through. I feel this is very unprofessional and disrespectful to people who just want what they paid for and have no other recourse with their employer for their commuter benefits. I feel no value of using this service when there is no follow through to ensure I have received my benefits and am asking for the pretax income to be refunded.

  Business Response

  Date: 04/08/2025

  Dear *** *******,
  

  Thank you for bringing your concerns to our attention. We sincerely apologize for the difficulties you have experienced with Edenred services and the challenges in reaching our support team. We understand how frustrating this situation can be.
  

  Please be assured that we are currently reviewing your claim internally and are committed to finding a prompt resolution to your complaint. Our support team will reach out to you directly with our recommendations.
  

  We appreciate your patience and understanding, and we apologize for any inconvenience this may have caused.
  

  Sincerely,

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

  Vice President of Customer Experience

• Initial Complaint

  Date:03/08/2025

  Type:Sales and Advertising 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 been trying to contact **** red for months to close my account. I have left them several messages on their website, emails and called numerous times. Complete silence. They finally answered via email but have yet to follow up after my prompt response, the last contact I had was nearly 6 months ago. I have no way to access my account and no way to get in touch, totally unacceptable.

  Business Response

  Date: 03/10/2025

  Dear Valued Customer:

  A member of our customer care team will be in touch with you as we need additional information in order to locate your participant profile. We will then be able to assist with closing your commuter benefits account. 

  Thank you, 

  Edenred Benefits ************* Team

   

• Initial Complaint

  Date:03/04/2025

  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.

  Edenred offers pre-tax deduction from paychecks at **** that goes to a credit card, and that credit card can be used to pay for parking monthly. The past two months, a total of $664 has been deducted from my paycheck, but when I go to pay, it says "insufficient funds", even though I have the funds. Why does this happen? Who knows. It was working for a while. I am not the only **** employee that has had this happen. When I email Edenred, no response. When I call, I am on hold for over an hour with no answer, no estimated wait time. They are the worst company I have EVER interacted with.

  Business Response

  Date: 04/08/2025

  Dear Valued Customer,

  We are very sorry for the delay in responding.  We are looking into your complaint currently and will respond to you directly with a resolution on your complaint.  Thank you for your patience.

  Best,

  Edenred Customer Service