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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:12/11/2024

    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.
    This is the second issue of not receiving my Access A Ride coupon *********** previous issue was never *********** one from your company ever assisted me or responded to my query.And it has now happened again.I have no way to submit a receipt as the only place I can receive the Access-A Ride coupon is directly from you. The *** does not have any way for me to purchase them directly.This happened previously with Reference # ********. I contacted your company via email on September 17, 2024 and no one responded to my query. I ended up calling the customer service line after 1 hour speaking to an agent and he said those vouchers were send back to you company. I subsequently decided to close my account and was told I couldn't get a refund of the remaining funds. So I made a last final order Reference #******** and now my voucher as again missing. Noone at Access A Ride or MTA can assist me. They're are pointing me back to your company as you received the funds of $87.00 dollars for 30 Access-A Ride coupons. But it appears to be something faulty in regarding to your mailing. I have no assistance in this matter. And I just want my funds so I can move on from this terrible customer experience, that it has been dealing with your company. Having a disability is enough of a stressor without dealing will losing my limited fixed income via my payroll deductions which was supposed to help me not hinder me further.

    Business Response

    Date: 12/30/2024

    Dear Valued Customer,

    Sincere apologies for the inconvenience caused to you. I flagged this ticket to our fulfillment team. A member of the team will be contacting you shortly. 

    Thank you for using commuter benefits. 

    Edenred Benefits

  • Initial Complaint

    Date:12/04/2024

    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.
    My debit card still not expired and every time I used it to pay for commuting it says that it is expired been trying to get a hold of customer service to resolve the issue with no answer from the customer service line no option for email to resolve the issue. always on hold for hours with no answer

    Business Response

    Date: 12/20/2024

    Dear Valued Customer, 

    Thank you for using *******************************************. A member of our customer care team will be in contact with you shortly to review the issue with your commuter card. 

    Thank you, 

    Edenred Benefits. 

  • Initial Complaint

    Date:11/25/2024

    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 have a credit of $395 on my account, but cannot be used on my card - I tried to call them 5+ times, waited for more than one hour but no one ever pick up their customer service - The credit needs to be combined with a new order to be ready to use - I could only place order for Jan now, but I'm leaving my employer in Dec. I do not want to waste my $395 fund - I need this business to contact me, and give me the money they owe me.

    Business Response

    Date: 11/25/2024

    Dear valued customer, 

    A member of our customer care team will be in contact with you shortly to review the case and make recommendations. 

    Sincerely, 

    Edenred Benefits. 

     

     

  • Initial Complaint

    Date:11/20/2024

    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.
    The EDENRED Benefits PrePaid Card Company DOES NOT HELP. They keep you on hold for hours with an answer or resolution. THEY ARE HOLDING MEMBERS MONEY AND NOT ALLOWING FOR TRANSFER OF THEIR FUNDS.

    Business Response

    Date: 12/23/2024

    Dear ******, 

    Our sincere apologies for the delayed response. A member of our customer care team will be in contact with you shortly to assist with the issue. 

    Kind regards, 

    Edenred Benefits

     

  • Initial Complaint

    Date:11/20/2024

    Type:Service or Repair 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.
    2024 Nov 20 - Non-existent customer service. No way to contact the company.

    Customer Answer

    Date: 12/05/2024

    [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 the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

    Regards,

    **** *******

  • Initial Complaint

    Date:11/18/2024

    Type:Delivery 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.
    Edenred was suppose to issue me two Metrocards tand I have not received either of them. I have been charged $264 for a product that I have not received or used. When I call all of their customer service numbers, no one answers. *******************-235-9923, ************, ************, ************, ************). When you try to contact customer support through chat, the chat message just sits there with a chat bubble and . in it. Nothing else.

    Business Response

    Date: 12/23/2024

    Dear Valued Customer, 

    Thank you for reporting an issue with delivery of the *** cards. I brought the issue to the attention of our fulfillment team. A member of the team will be in contact with you shortly to review the options. 

    Sincerely, 

    Edenred Benefits. 

    Customer Answer

    Date: 12/30/2024

    [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 the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

    Regards,

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

  • Initial Complaint

    Date:11/18/2024

    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.
    My annual commuter card stopped working. I called the Edenred number *************) on the back of the card and upon following the automated menu to speak to a representative I was hung up on after selecting the appropriate button. I called an other phone number *************) that had an automated message explaining that old commuter cards would not have money added to them past November 4, 2024; and, that new cards had been sent out in September 2024. I never received mine and wanted to speak to a representative but was on hold for over a half hour with not contact from one. The automated message said that there was an area of the website where I could order a new card but it was impossible to find. I found an instructional pdf for ordering a new card, but my account does not have some of the same options shown in the pdf. This company has terrible customer service and a poorly organized website that is missing areas of it that they reference in automated messages and help documents.

    Business Response

    Date: 12/23/2024

    Dear valued customer, 

    Thank you for flagging with issue with the *** card. A member of the customer care team will be in contact with you shortly to review available options. 

    Kind regards, 

    Edenred Benefits. 

  • Initial Complaint

    Date:11/10/2024

    Type:Sales and Advertising 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.
    I have struggled with customer service from this business for over a year. They were unclear about the type of commuter benefit when I initially enrolled, and my benefits were going to parking when I needed them for transit. They had a waiting period to shift from parking to transit. I have not had a benefit month listed as Parking since January 2024. Today I tried to buy a train ticket and was denied for insufficient funds. There is over $400 in my account. I cannot buy my train tickets to get to work because of this company.

    Customer Answer

    Date: 11/20/2024

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

    Business Response

    Date: 12/31/2024

    Dear Valued Customer, 

    Thank you for using *******************************************. I am going to flag this case with our compliance team. A member of the team will be in contact with you to review available options. Commuter benefits follow strict IRS guidelines, and we need to make sure usage of pretax funds is strictly within the guidelines. Thank you for understanding these limitations. 

    Kind regards, 

    Edenred Benefits Customer Care

    Customer Answer

    Date: 01/02/2025

    I did not receive any communication from the company and customer service does not help. 

  • Initial Complaint

    Date:10/15/2024

    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.
    Dear Officer, I am writing to file a complaint regarding my Edenred Benefits debit card, which has been inaccessible despite my multiple attempts to resolve the issue directly with Edenred customer support. I have sent several emails to their support team, but I have not received any response or resolution. Additionally, I called their customer service line and waited for over an hour without anyone answering my call. Currently, my account holds approximately $1,800 in funds, including $400 for transit expenses and $1,400 for parking expenses. Despite these funds being available, I am unable to use my card for the intended purposes. I request your assistance in resolving this matter so that I can access the funds on my card as intended. The lack of response from Edenred has caused significant inconvenience, and I hope for a swift resolution. Thank you for your attention to this matter. Sincerely,

    Business Response

    Date: 10/15/2024

    Dear valued customer, 

    A member of the customer care team will be contacting you shortly to review and resolve this case. 

    Thank you, 

    Edenred Benefits Customer Care

     

     

    Customer Answer

    Date: 10/28/2024

    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. 

    No resolution is provided from the company. No specific personnel from the company offered any resolution. Could you please urge the company to have a delegated team member to solve this issue with me? My number ************. Thanks.

    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,

    Kuangyin

     

     

    Business Response

    Date: 11/04/2024

    Dear valued customer, 

    I escalated the ticket. A member of the customer care team will be contacting you shortly. Thank you for your patience. We will make sure the issue is fully resolved.  

    Kind regards, 

    Edenred Benefits Customer Care

     

  • Initial Complaint

    Date:10/11/2024

    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.
    The company Edenred is taking $202 dollars out of my gross income every month and the company wires the money into my clipper card account. I currently have a balance of $279 dollars in my clipper card. And I also have two pending deposits of $202 dollars each. I use the clipper card to take the **** train to work but I only spend about $160 dollars per month. I want to be able to use the accumulated balance of $404 that is in my account before the ******************** company keeps on diducting the $202 dollars monthly from my earnings. I was able to call customer service in the past to postpone a deposit but for some reason every time I call nobody answers. And when I try to reset my password, the system tells me that a reset linked has been sent toy email but I don't receive anything via email. I also sent emails to customer service but I do not get a response from the company.

    Business Response

    Date: 10/15/2024

    Dear Valued Customer, 

    Thank you for using *******************************************. A member of the **************** team will be in contact with you shortly to assist with resetting your account password as well as adjusting/pausing the recurring monthly orders. 

    Kind regards, 

    Edenred Benefits Customer Care

     

    Customer Answer

    Date: 11/19/2024

    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. 

    Edenred Computer Benefits Solutions, LLC has not contacted me yet. They have been irresponsive. Therefore, I would like to reject the business's response to my complaint.

    Respectfully,

    **** Rico  

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

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