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Business Profile

Employee Benefit Plans

Edenred Commuter Benefits Solutions, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Employee Benefit Plans.

Complaints

Customer Complaints Summary

  • 52 total complaints in the last 3 years.
  • 35 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:03/04/2025

    Type:Service or Repair 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 submitted an order for February 2025 parking reimbursement, which was approved two days after submission. Nearly one month later, I have not been paid the $301.75 that was approved for reimbursement. Normally, reimbursements are paid within one week. I have sent three emails asking for the status of the payment, none of which have been returned. I have also attempted to call customer service, spending nearly one hour on hold with no answer. I am seeking immediate payment of the $301.75 owed to me for parking reimbursement.

    Customer Answer

    Date: 03/17/2025

    I have not heard from the business in response to my complaint. I have attempted to call them multiple times and have sent multiple emails. 

    Business Response

    Date: 03/24/2025

    Dear Valued Customer:

    Thank you for bringing the issue to our attention. A member of the customer care team will be contacting you shortly to review this ticket. 

    Kind regards, 

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

     

     

  • Initial Complaint

    Date:02/12/2025

    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.
    Never an answer at ************ Im a professor at ****************. For months Ive been calling and the longest time I waited was 3 hours before giving up. This is really unacceptable.I cant use my card for months as my birthdate seems incorrect. I tried to register the new card online and it didnt work. My benefits office said yes everyone says they cant get through. They said they cant help and that its a horrible company.What do you think I should do, just give up?Thanks.

    Business Response

    Date: 02/12/2025

    Dear ********, 

    Thank you for using commuter benefits. Our sincere apologies for the experience. A member of our customer care team will be reaching out ************************ to review the case and deliver timely resolution. I am creating an escalation for this case, so we will address timely.  

    Thank you, 

    Edenred Benefits

     

  • Initial Complaint

    Date:02/04/2025

    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 signed up for and have been contributing pre-tax dollars to EdenRed for a parking debit card. For whatever reason, the card(s) have not arrived in the mail. I've tried several times. When I requested an overnight delivery with tracking, I was denied. When I asked for a refund, I was denied. I have asked my local Commuter ************* to follow up with EdenRed and have had no luck. You can verify this with:****** ****** CommuterChoice Staff Assistant ************ EdenRed is slow to respond to my requests, despite having $650 of my money tied up. I would think that my situation would require more urgent resolution, but EdenRed does not seem interested in resolving it other than to ask me to call their phone number again.I would like the debit card that I ordered in August 2024 or a refund. I would prefer the card and do not understand why they cannot ship it with tracking, to an alternate address, or to my company's Commuter************* for me to pick up.

    Business Response

    Date: 02/24/2025

    Dear ******:

    Thank you for reaching out, and sincere apologies you experienced challenges with delivery of your commuter card. I escalated your case, and a member of the Edenred customer care team will be in contact with you directly to review the available options. 

    Thank you for your patience. 

    Edenred Customer Care 

  • Initial Complaint

    Date:01/30/2025

    Type:Service or Repair 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.
    $153 were withdrawn from my account and closed the card. When they sent me a new card, the balance was not transferred. I am unable to access my account as the website is not working properly and no one from customer service is answering phone or replying to email.

    Customer Answer

    Date: 02/11/2025

    I have not heard from the business in response to my complaint.

    Business Response

    Date: 02/17/2025

    Dear Valued Customer:

    Thank you for bringing the issue to our attention. A member of the Edenred Benefits ************* Team will be in contact with you shortly to review the issue and offer resolution. 

    Thank you, 

    Edenred Benefits *************

     

     

  • Initial Complaint

    Date:01/17/2025

    Type:Service or Repair 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.
    Each month I am charged $132 for an Edenred commuter card. The card is valid for a total of 12 months, and is replaced by December 1 of each year. I did not receive my new 12-month card by December 1, 2024. I contacted Edenred about this on December 8, 2024 via email and did not receive a response. After the holidays, I called Edenred on December ******************************************** again. That card never arrived. On December 31 I asked for an Edenred manager to call me, because I am paying for a service that I am not receiving. No one from Edenred ever called me. There is no problem with my mail service. Why do I receive all my mail except for mail sent by Edenred? I suspect it is because Edenred has never mailed anything to me and they are instead pocketing my money. This is theft. If Edenred is indeed mailing the card as they claim, I want it sent with a tracking number to prove it.

    Business Response

    Date: 01/17/2025

    Dear Valued Customer:

    Thank you for using *******************************************. I will have a customer care representative contact you ************************ to review this case and available options to resolve it. 

    Kind regards, 

    Edenred Benefits Customer Care

     

    Customer Answer

    Date: 01/17/2025

    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. 

    I have been told by this business in the past that a customer service representative will contact me, but no one ever reaches out. Even when I previously requested via email to speak with a manager or customer service representative, no one from the business reached out to me. 

    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,

    ****

     

     

    Business Response

    Date: 01/22/2025

    Dear Valued Customer:

    Per records on file, our Operations Manager, ***** ***, contacted you by phone, and the resolution for the issue had been successfully reached and communicated. Resolution: Edenred sent a replacement pass via priority mail and a reimbursement check for out of pocket expense. 

    Thank you, 

    Edenred Benefits Customer Care. 

  • Initial Complaint

    Date:01/14/2025

    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.
    Signed up for commuter benefits in early October 2024 through workplace. Took more than a month to get the card and when I got it, I found out that none of the money taken out of my checks was added to my account. Then I get an email from them saying my account was going to be deactivated since I was fired from my workplace, which was an obvious lie. So my workplace looked into it and they made me register for an account a second time and had me return the card and it's been almost two months since then and EdenRed never fixed my account, sent me a new card, or even removed my old card from my account. It's now been three months and hundreds of dollars have been taken out of my checks, with no intention to give me the product.

    Business Response

    Date: 01/22/2025

    Dear Valued Customer, 

    Thank you for enrolling in commuter benefits. I shared the summary of your case with product fulfillment team. Upon completion of the research, a member of our customer care team will be in contact ************************ to provide an update on this case and correct the issue, as needed. 

    Warm regards, 

    Edenred Benefits Customer Care

     

  • Initial Complaint

    Date:12/20/2024

    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 use Edenred to purchase pre-tax commuter benefits metro cards monthly through my payroll. In the middle of November 2024 the card was damaged by *******'s machines. As a result, I had to pay out of pocket for the rest of November. I contacted Edenred who told me there was nothing I could do that my card was damaged. They refused to send me a replacement card since I purchased a monthly and not annual card. This is unacceptable as a paying customer who paid in advance for transportation and whose card was damaged by *** machines. In December 2024, my next monthly commuter benefits card was damaged again by ***'s machines. So again I paid pre-tax benefits for a monthly card that was damaged and have to now pay out of pocket for transportation, essentially paying twice for transportation.

    Business Response

    Date: 12/23/2024

    Dear *****, 

    Thank you for using commuter benefits. Apologies for the difficulties with the damaged card. I escalated your issue to the customer care team. A member of the team will be in contact with you shortly to walk you through the options. 

    Sincerely, 

    Edenred Benefits

     

    Customer Answer

    Date: 12/23/2024

    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. 

    [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

    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:12/19/2024

    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.
    I've been emailing customer service for over 6 weeks with no response. I've tried calling the support phone number multiple times and have been on hold for over an hour multiple times also with no response. I'm trying to file a single parking reimbursement claim and am extremely disappointed with the nonexistent customer service supposedly offerred. Can you get me in touch with customer support immediately to resolve my claim issue? It's saddening that I'm deferring to BBB to get attention for this as the support methods do not work and your FAQ guides are not helpful in resolving this matter.

    Business Response

    Date: 12/23/2024

    Dear ****, 

    Thank you for your feedback, and apologies for the delayed response. Our records indicate this ticket was already resolved. 

    Thank you, 

    Edenred Benefits Customer Care 

  • Initial Complaint

    Date:12/18/2024

    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've been trying to contact this company for months now. They've sent us payment for some of their participants and although they've sent us their names, we can't reach ******** to ensure these participants are properly credited for the amounts that were remitted. I've emailed and called numerous times and I haven't received a single email nor call back. I'm currently on hold with them on the phone and it's been over an hour. This hold time NEVER ends. It's not just difficult to to speak with one of their agents/ employees, it's IMPOSSIBLE.

    Business Response

    Date: 12/18/2024

    Dear *****, 

    Thank you for using commuter benefits, and sincere apologies for the poor experience. I will share your contact details with the right group. Please expect a callback shortly, so we can understand how we can assist you. 

    Thank you, 

    Edenred Benefits Customer Care.

     

  • Initial Complaint

    Date:12/16/2024

    Type:Order Issues
    Status:
    Unresolved
    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 commuter benefit is though the County of ***********. I have been parking in the same parking lot for over a year. The lot is owned by the County of *********** and up until recently I have been able to use my Edenred Commuter Benefit Card to pay for my parking at the county owned lot across the street from where I work. Suddenly the merchant who the county contracts with to run the lots is no longer an "Authorized Merchant. I called Edenred once before (was on hold for 36 minutes) and was told that I would get a phone call in two to three days. A call that never came. I am trying to call right now and I have been on hold for over an hour and a half and still holding. I want an explanation as to why the Countys own parking lot is no longer an authorize lot for me to pay for parking, I want a list of authorized parking in the Downtown LA area, or I want the money on this card refunded to me. You can issue a 1099 thats fine. I will pay the taxes, but the reason why I did my parking this way is because it is so expensive to park in Downtown ** and the $70 monthly stipend given to employees on the county payroll does not even pay half the cost of parking here. I need someone to contact me.

    Business Response

    Date: 12/16/2024

    Dear Valued Customer, 

    Thank you for using *******************************************. We are investigating your case, and a member of our customer care team will be reaching out to you shortly with further details. We apologize for the inconvenience. 

    Kind regards, 

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

     

     

    Customer Answer

    Date: 01/04/2025

    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. 

    My issue still is not resolved, I am still unable to use my card as I was before. 

     

     

Edenred Commuter Benefits Solutions, LLC is NOT a BBB Accredited Business.

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