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:09/23/2024

  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 requested my parking reimbursement on 7/29/2024 and I never got my payments of $315 each which in total is $630 . I went online and put in my correct direct deposit information and they keep saying its a glitch and that they dont know where the money is but Ive verified my information online and over the phone 13 times since this has been going on. I think they took my funds because no employee has been helpful or has any answers for me and the supervisor is never reachable which is very odd to me . Ive asked them has this happened before and they flat out told me no this has never happened and they dont know what to do . I need my funds this is disgusting and they are lazy and unhelpful people all of them. All contact I had with them has been on the phone they do not answer none of my emails.

  Business Response

  Date: 10/15/2024

  Dear Valued Customer, 

  Thank you for using *******************************************. We investigated this case. A member of the **************** Team will be in contact with you shortly to walk you through the process and steps we took to issue the refund. 

  Kind regards, 

  Edenred Benefits Customer Care

   

• Initial Complaint

  Date:08/28/2024

  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 have Eden *** benefits take pre tax dollars from my paycheck every month. On now three occasions, they took more money than they should have and will not reimburse my wages. I will be happy to provide all paystubs and any other supporting documents when the time comes to show that they have been paid and they are claiming they weren't. They told me speak to my payroll which I did and they informed me that they in fact did take too much money and now they will not respond to the payroll analyst.

  Business Response

  Date: 08/30/2024

  Dear valued customer:

  Thank you for using *******************************************. An ******************** customer care member will be in contact with you and your payroll team to understand the situation. Depending on the outcome of the investigation, a corrective action may be required. 

  Thank you, 

  Edenred Benefits Customer Care

   

   

  Customer Answer

  Date: 09/03/2024

  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. 

  I am not satisfied because I have been complaining about this issue for months and the company is not taking accountability. Over the 4 months I used the service I only requested to receive $840.00 worth of pre tax benefits. My payroll company takes two equal payments ( from a biweekly paycheck ) and sends that to **** *** to pay for my pass. **** red is claiming they didnt receive $315 in June ( which they received $245 and is trying to say they didnt receive it and only received half which is $157.50). They then added that $157.50 to my July order causing them to deduct $332.50 over two pay periods (which is where the post tax for $17.50 comes in) . My orders are never over $315 as that is the maximum you can get without having post tax deductions. I explained that they received $245 in June and that I only owe them $70 but they proceeded to say that they took the correct amount. I have spoke to my payroll advisor who also investigated and found I over paid and she is saying they are not responding to her either. They recently just did this with my 8.28.24 paycheck as you can see for my September order I only asked for $175 yet they are charging me $157.50 when my deduction should have been $87.50. As you can see my year to date deductions is way more than what I requested. I would like my money back and for **** red to be held accountable 

   

   
  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,

  Arjalae

   

   

  Business Response

  Date: 09/03/2024

  Dear valued customer, 

  Please note, we are ************************ in contact with payroll as well as employee relations at *****************. This escalation is currently under review and will be addressed shortly. Thank you for your patience, and we apologize for any inconvenience. 

  Sincerely, 

  Edenred Benefits Customer Care

   

   

• Initial Complaint

  Date:05/10/2024

  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.

  I have consistently had only $125 in my Enred account for the last several weeks and therefore have not been able to purchase a monthly metro card. I have had to purchase weekly cards instead. Therefore my balance doesnt reach the necessary $132 necessary to buy the card. I was asking how I could work around this and was told to pay for my own metro card for a month. I found that the be very rude given that I live paycheck to paycheck. I spoke both to an initial agent and to a supervisor who were both extremely unhelpful. The supervisor, *******, said that he had no supervisor and was rude and completely unhelpful. I would like to ask if an exception could be made so that I could somehow add the $7 needed to get a monthly card.

  Business Response

  Date: 05/28/2024

  Dear valued customer:

  Thank you for using *******************************************. A member of our customer care team will be in contact shortly to review this case. 

  Kind regards, 

  Edenred Customer Care. 

• Initial Complaint

  Date:05/06/2024

  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.

  I ordered funds for transit and parking to a debit card. My transit works, but the only parking structure at my station is, apparently, not a valid merchant. Edenred recognizes that this is parking, but they claim government-owned facilities do not accept pre-tax money. Edenred will not tell me specific places where I can use these funds, but, again, the only commuter parking at my station is not allowed.

  Business Response

  Date: 05/07/2024

  Dear Valued Customer, 

  Thank you for using *******************************************. We are reviewing your case, and a member of the customer care team will reach out to you shortly with confirmation of resolution. 

  Kind regards, 

  Edenred Benefits Customer Care

   

   

• Initial Complaint

  Date:04/05/2024

  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.

  I am a state employee and signed up for Edenred's pre-tax commuter benefit, which is supposed to deduct the cost of my commute from my paycheck and deliver tickets/passes to me. I take the ferry to work so this would have meant a monthly ferry pass, which costs $285, though Edenred initially mistakenly set the cost to $260. Deductions started a couple of months before I was scheduled to receive my first pass. When I didn't receive one, I contacted Edenred and they assured me they had sent the passes via **** and that if they got lost in the mail, they bore no responsibility for that. I asked for a tracking number or other proof that a pass had been sent so that I could file a claim with **** if I needed to. I was told that they didn't have anything like that. The representative then told me that my only option would be to purchase a pass (which, since the money had been deducted from my paycheck already, would mean purchasing a pass twice) and send the receipt to appeal for a refund if it was dated within the first 10 days of the month. Since I purchased individual rides in anticipation of a monthly pass, I didn't have a $285 receipt. Since Edenred deducted for future months, by the time I made them stop the automatic deductions, they had taken $805 out of my pay ($260 two months and $285 one month). I have never received a ferry pass from Edenred. I complained to Edenred and tried to resolve the issue through my employer's HR, but there has been no resolution, either in reimbursement or in the passes I paid for.

  Business Response

  Date: 04/11/2024

  Dear valued customer:

  Thank you for using *******************************************. We are investigating this case. A member of the customer care team will be reaching out to you directly to review the case and discuss possible resolution. 

  Thank you, 

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

• Initial Complaint

  Date:02/08/2024

  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.

  I have had multiple issues with this card the moment I got it. The first was I went to reload my metro card using the benefits card and the machine failed to load the $40 I put on it. Frustrating, but this has happened before; however, last time I was able to call my bank and get an immediate refund. When I tried to call Edenred they told me that I would have to contact the *** for a refund which takes 4-6 weeks since "they aren't a bank" -- yet they can take my money? The second issue is I recently got a new phone. On my old phone, I was able to add my commuter card into my Apple Wallet for Tap&Pay. However, now on my new phone it won't allow it. It says it needs to be verified, so I call Edenred and they tell me my card isn't available for Tap and yet it worked on my old phone. There is no consistency within this company. The lack of knowledge by the customer ******************** reps, the inability to refund after taking my money, and outdated cards with no tap or chip options does not make the little I save on pretax with this card worth it. Save yourself the headache and do not sign up for this card.

  Business Response

  Date: 02/09/2024

  Dear valued customer:

  Thank you for using *******************************************. It is strictly against *** guidelines, section132(f) for commuter fringe benefits to refund pre-tax funds to the participating employees. To remain compliant with the *** code, we are unable to process any refunds of pre-tax contributions. The funds in your commuter account do not expire and can be used towards qualifying commuter purchases as long as you remain employed by your current employer. Edenred offers tap & pay / mobile wallet capabilities with our prepaid debit cards, including our commuter benefits debit card. However, this functionality is not currently enabled via your employer's commuter benefits plan. We apologize for the inconvenience.  

  Kind regards, 

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

  Customer Answer

  Date: 02/09/2024

  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,

  Jalyn

   

   

• Initial Complaint

  Date:01/22/2024

  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.

  I signed up for their service during open enrollment through my employers benefit program to pay for my commuter vanpool. When I try to make a payment to the vanpool company, it says that the card is not authorized for payments to this merchant. I called customer service to get this straightened out and they more or less told me I was out of luck and to take an Uber to work. They now have $405 of my money and are refusing to pay it out to me.

  Business Response

  Date: 01/23/2024

  Dear valued customer:

  Thank you for using *******************************************. The *** strictly prohibits refunds of pre-tax fringe benefits to the participants. For this reason, we are unable to refund pre-tax funds to you. A member of the Edenred customer care team will be contacting you ************************ to obtain additional details  regarding the vanpool merchant to verify eligibility/compliance with section 132(f). Please note: your commuter funds never expire (as long as you remain employed by your current employer) and these funds can be used towards all qualifying commute modes. 

  Kind regards, 

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

   

   

• Initial Complaint

  Date:10/11/2023

  Type:Delivery 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 advertises the ability to use funds provided by my employer for ebike purchases. Every time I have tried to purchase an ebike Edenred denies my purchase for an ebike even though there is more than enough money to cover the purchase. Every time it's a new excuse including but not limited, "dollar amount exceeds limit, vendor not authorized." Even after contacting customer care and providing evidence the purchase is for an ebike they still refuse the purchase.

  Business Response

  Date: 10/12/2023

  Dear valued customer:

  Thank you for using *******************************************, and opting for green options like micromobility. The customer success manager assigned to your account will be contacting you directly to review and help resolve this inquiry. 

  Kind regards, 

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

• Initial Complaint

  Date:08/07/2023

  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.

  I have deductions removed from my paycheck to be used for transit purchases. The current commuter transit provider is Edenred. On their website the Cross Sound Ferry and other ferries are approved vendors. For over a year I have called to complain to my employer, NYCDOE and Edednred that these transactions are denied when I try to purchase ferry tickets. I have called the Cross ****************** and they said the issue is with the commuter card. After numerous calls to Edenred and promises to address this issue the responses I received are that the vendor is not being compliant, you can get ****** tickets instead. At this moment both my employer and Edenred are passing the buck and due to IRS restraints, the monies will be forfeited if not used.

  Business Response

  Date: 08/08/2023

  Dear valued customer:

  Thank you for using *******************************************. We reviewed your case and determined that the vendor in question is not compliant with section 132F of the pre-tax code for commuter benefits. The vendor uses the same merchant ID to sell ferry rides as well as non-compliant items such ******** and gift cards. We're removing this vendor from the approved/compliant vendor list. Additionally, a member of the Edenred customer care team will be in touch with you directly to review how we're going to rectify this case. You're in no way at fault as you followed the posted guidelines. Your case will be corrected. 

  Sincerely, 

  Edenred Benefits Customer Care. 

   

   

   

• Initial Complaint

  Date:06/23/2023

  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 vendor has multiple problems and I will try to address each one.We are dealing with Eden *** Commuter Benefits. It is the vendor as part of my wife's benefits to use pre-tax money to purchase transit benefits like transit checks for ** transit and metro cards for the *** subway.Claim ******: Our March order (arrives in April) did not arrive. I did not notice until sometime around April 19th when I called to inquire. I was told flatly that I have missed the 10 day window to make a claim. Something you don't know until you try to make a claim. I tried to escalate several times via my wife's HR and directly emailing with someone who responded to us **************************************** I think my biggest gripe about this whole thing is that we are talking about a check that went missing in the mail. A CHECK. That you can cancel. If they just did the minimum amount of work, they could cancel this check and make a new one but they flatly refuse.Claim ****** was for 3 metro cards that did not arrive. I claimed this within the 10 day window and this was denied with no reason communicated. Multiple emailed inquires have gone unanswered. I believe this is how this vendor makes profits. They don't send you the product you order, or it gets lost, and then they refuse to engage in the claim process.FINALLY, this vendor on their online claims platform shows me receipts of other people's information. These are not my receipts. These are other people's receipts full of personal information. I will not upload them now unless they are required for your investigation. But even bringing up this point with the vendor has resulted in no action.

  Customer Answer

  Date: 07/03/2023

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

  Business Response

  Date: 07/04/2023

  Dear Valued Customer:

  Thank you for using *******************************************. We conducted a review of your case. Please find the details below:

  Policy guidelines: Unreceived passes must be reported to the vendor by the 10th of the benefit month with supporting documentation of out of pocket expenses for approval of a refund.  Please see guidelines on participant ordering site in the supplied attachment.
  
  Claim L952041 submitted on 5/02/2023 for April
  This pass was shipped on 3/21/2023
  Claim denied as claim was submitted after 4/10/2023 and no out of pocket expense provided to support the claim
  
  Claim L983555 submitted on 5/11/2023 for May
  Claim denied as claim was submitted after 5/10/2023 and no out of pocket expense provided to support the claim
  
  Claim L996181 submitted on 6/01/2023 for June
  Claim denied as no out of pocket expense provided to support the claim

  Please note: we are unable to approve claims submitted outside of the posted policy. The guidelines are clearly stated online, and are displayed right before hitting the Submit Claim button.  Additionally, vouchers cannot be voided as they are not made out to any specific transit authority. We can only issue credit if the voucher was returned. 

  Recommended action: It is unusual for the mail to not be delivered to the addressee for three (3) consecutive months. Please review shipping address on file for accuracy and completeness. You may also consider switching to the Edenred prepaid debit card which can be reloaded monthly and use as payment for preferred transit and parking expenses. 

  Sincerely, 

  Edenred Benefits Customer Care. 

   

  Customer Answer

  Date: 07/05/2023

  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. 

  Was never notified I needed supporting receipts for expense occurred. The wording on your site makes it seem like you should upload the receipt of the missing products, of which I already supplied.
  
  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: 07/05/2023

  Dear Valued Customer:

  Thank you for your cooperation and for understanding of the posted policies and procedures. We always strive to be respectful, courteous and accurate in our evaluation of customer care cases brought to our attention. We look forward to serving you in the future. 

  Sincerely, 

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

   

  Customer Answer

  Date: 07/09/2023

  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. 

  Why would I be inclined to share personal data attachments on your platform where I have already established that it is not secure. I can see other people's attachments on my account. You people are awful. Instead of actively trying to resolve this with me we are communicating with me thru the BBB.

  
  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,

  ******