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:04/07/2023

  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 been trying to buy a bus pass through my commuter card (Mastercard) but it is being declined because this company says their point of sale code is not an approved code. I have used, and other have used their commuter card for Mid Mon Valley Transit 2017 through 2020 that I know of. ******* has stated they have no changed their point of sale code since then and Edenred benefits refuses to add them as a vendor. When they read off the list of who is approved. no transit place in my county was on their list. They asked if I could take a different bus. Mid Mon Valley mentioned they would be willing to do whatever they needed to do to get added to approved list from this company but they Edenred is refusing/not willing to add them. They didnt disclose who is available prior to adding money to this card which is not refundable because of the irs.

  Business Response

  Date: 04/17/2023

  Dear Valued Customer:

  Thank you for using *******************************************. Please note: Edenred Benefits contacted MMVTA as the merchant ID that was transmitted only included six digits, while the standard merchant ID is ********************************************************************************** was being changed to six digits before being transmitted over to Edenred. MMVTA shared the email address to their payment processor but the email bounced. Since we could not verify the merchant ID, ******************************************* decided to not add this location. Edenred's compliance team will perform test transactions to verify if the issue continues. Thank you for bringing it to our attention. 

  Kind regards, 

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

   

• Initial Complaint

  Date:03/03/2023

  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.

  This business offers commuter benefits to my employer. I have a recurring order of $67.50 worth of *** metro card with them, and they will send a new metro card with the designated stored value to my mailbox at the beginning of every month. For the month of February 2023, the metro card didn't arrive. I went to the business' website to file for a claim for a refund. The website directs me to a page shown in Attachment 1.(it shows you exactly how the web page looks like if I follow the link). As you can see, I was asked to fill in my bank information, a brief description and a receipt. So I submitted my claim, along with a receipt of the order I placed for February to the business, before the deadline. The business never notified me via email about the status of my claim. I logged into my portal later, and found out myself that the claim was denied. No reason was given, no notification via email about the denial (despite the fact that they notify me about everything else via email). I had to call them twice to figure out why it was denied. They told me I had to buy a metro card with the same amount with the *** and submit that receipt. And it was written on the claim filing page. I had to go back to the claim filing page, and only to see that the claim policy is up at the top of the webpage. But every time they direct me to the claim filing page, they purposefully concealed the most important refund policy by showing me the claim filing page from the middle of the webpage. Please see Attachment 2 on where the refund policy is placed in comparison to what I see. A refund in a consumer's mind means refund of original goods and only receipt of original goods should be required. This business purposefully disguised the most important refund policy from consumers, and purposefully conceal a denial of a claim by not giving email notification in time and not giving a reason of denial, plus a tight deadline to file the claim, so that consumers will inevitably run out of time

  Business Response

  Date: 03/08/2023

  Dear valued customer:

  Thank you for using *******************************************. The guidelines posted on the ordering site for lost pass refund claim process state:
  

  The participant must purchase the same product(s) as your original order, and provide a copy of the receipt of replacement product.
  Claims must be submitted no later than the 10th of the benefit month or month of intended use.
  You can only submit a Refund Claim Form once per calendar year.
  Some transit authorities and products have their own unique refund/replacement policies and are not covered by this Refund Claim Policy.
  Passes lost by the employee are not eligible for refunds.

  Edenred customer care team will contact you ************************ to examine this case to determine eligibility for reimbursement. 

   

  Sincerely, 

  Edenred Benefits

• Initial Complaint

  Date:02/17/2023

  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.

  Edenred is refusing to issue a refund to me for a paycheck deduction in the amount of $63.50, dated 2-17-2023. I canceled my commuter benefits due to their poorly explained policies and incompetent customer service, and they will not refund the amount that was already taken out of my paycheck and is not sitting unusable in the commuter benefits account. I understand the tax policies that keep them from refunding me directly, but nothing is stopping them from sending the money back to my employer. Based on my experience and others' reviews, I believe that this company is scamming the employees of *************.

  Business Response

  Date: 02/20/2023

  Dear participant:

   

  Thank you for using commuter benefits. There are strict *** regulations regarding administration of pre-tax fringe benefits. We must firmly adhere to the *** rules - Section 132-F, which prohibit any refunds of pre-tax contributions to the participants. We're going to bring this filing to the attention of your employer, encouraging the employer to reach out to you directly to clarify. The pre-tax funds in your commuter account do not expire, and will be available for use towards qualifying commute expenses as long as you remain employed by your current employer. 

   

  Sincerely, 

  Edenred Benefits Customer Care

  Customer Answer

  Date: 02/20/2023

  they did not even remotely address my issue. They can refund the money to my employer and are choosing not to because they are a scam. I am still waiting for a refund.

   

  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,

  Alaina

   

   

  Business Response

  Date: 02/21/2023

  Dear valued customer:

  As stated previously, there are strict *** regulations regarding administration of pre-tax fringe benefits. Section 132-F of the *** tax code prohibits any refunds of pre-tax contributions to the participants. We brought your BBB filing to the attention of your employer, and encouraged the employer to reach out to you directly to clarify. The pre-tax funds in your commuter account do not expire, and will be available for use towards qualifying commute expenses as long as you remain employed by your current employer. 

  Sincerely, 

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

   
  

  Customer Answer

  Date: 02/22/2023

  That tax code does not prevent you from returning the money to my employer. Stop scamming people. 

  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,

  Alaina

   

   

• Initial Complaint

  Date:02/08/2023

  Type:Order 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 resigned from my previous employer on 4/16/2022, when I left I still had a pending contribution (or transit order) for May 2022 and the notification email says "any changes made after 4/10/2022 will apply to the June benefit month". I contacted Edenred customer service on early May 2022 to ask about the effect on my card after my resignation and was told my card would remain active til the END of 6/2022 because any changes made will take place after that. Then on 5/23/22, I found out my card was deactivated all of a sudden and along with my account closed and the remaining funds forfeited on 5/20/22, just as I was trying to transfer the remaining funds to my clipper account... The whole cut-off process just doesn't sound normal and I didn't even receive any notification about my account being closed or funds forfeited. Please explain how this took place properly or else I want compensation back to make up for my loss.

  Business Response

  Date: 02/08/2023

  Dear Valued Customer:

   

  Thank you for using commuter benefits. There are strict *** regulations regarding pre-tax fringe benefits, Section 132-F. The *** strictly prohibits any direct pre-tax refunds to the participants. In the event of separation from an employer or termination of employment, the prepaid commuter card is closed at the end of the benefit month which cycled, and any unused pre-tax funds are returned to the employer as credit on the invoice. We apologize if you were provided incorrect information about availability of pre-tax funds or refunds of such funds separation from your employer. 

   

  Sincerely, 

  Edenred Benefits Customer Care

  Customer Answer

  Date: 02/08/2023

  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.

   

  First of all, the fund info that you referenced to as "incorrect", I got that from Edenred representatives not my ex-employer. If I didn't receive false information from you guys, I wouldn't have lost the hard earned money in my account.

  Second of all, you mentioned the card is usually closed at the "END of the benefit month which cycled," I had an transit order for *** that was processed and I've verified that my card was still active in early *** since I was able to access the funds in my account, and hence I assume the card should last til at least the END of ***. What exactly is the policy for this? Can you provide any contract terms or agreement as proof? Why don't you guys post clear guidelines on this on your company website?

  Third, why is there zero notice/warning given about the money going to be forfeited or account being closed? Why was I not given notice at all about these important information as the consumer??

  It just seems to me the product you guys are selling is a scam and I feel very unprotected as a consumer. Those are my hard earned money not some free paper cash that's grown out of a tree. 

   

   

  [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,

  ******

   

   

  Business Response

  Date: 02/09/2023

  Thank you, ******. To further investigate your case, please supply the following details:

   

  First an last name as it appeared on your commuter benefits account

  Former employer: company name

   

  Once we have this information, we'll be able to conduct a more detailed review of this case.  

   

  Thank you, 

  Edenred Benefits Customer Care

• Initial Complaint

  Date:11/08/2022

  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.

  In July when I started my job position, I went through Eden ************************** Benefits and put in for a $70 transportation card that way I could get back and forth to work, the money was taken out just to find out I could even use the bus card (unless I went to the dangerous part of ****** to get a Septa card and I live 2 hours away from ******).Once I called I was told I couldn't receive a refund but could use MY $70 when I found transportation and the 70 on hold would just be put on a card to use.Fast forward to November, I finally gave in and put in for a Commuter Benefits card which I was told I could use for Lyft.Not only don't Lyft take the card (Shared rides was stopped due to safety reasons) but another $70 was taken out of my check which I desperately need to get to work back and forth. I am out of $140 and still being told no refunds will be given and I just have to take the loss, these guys is scammers, and it ****** me off that I'm out of $140 and was lied to when I was told my check would never be touched again.I WANT MY $140 refunded, I don't want another card or anything I want my money that $70 that was taken out in July and can't be used, and I want my other $70 that was taken after being told my checks wouldn't be touched.

  Business Response

  Date: 11/10/2022

  Dear valued customer:

   

  Thank you for using pre-tax commuter benefits for your commute needs. Please note: it is against *** policy Section 132F to refund pre-tax funds directly to the participants. Unfortunately, we're unable to refund pre-tax funds from your commuter account to remain compliant with the *** regulations. The pre-tax funds on your commuter account do not expire, and are available for use towards eligible commute expenses.

   

  We apologize for any inconvenience. 

   

  Thank you, 

  Edenred Benefits Customer Care

  Customer Answer

  Date: 11/14/2022

  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:11/07/2022

  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 had signed up for the program and immediately after found out that I would be transferring out of state and would no longer need the program. I called to cancel and to inquire about my refund. I was told that i had to wait to receive my card then i would receive the post tax refund but the pretax would be placed on the card and could be used, mind you it was over **** dollars. well i did as i was told called back just to get the run around. The refund check has not been sent to me nor has the pretax been placed back on to my card instead i was told that the pretax will be placed on the card in Dec to use in Jan , excuse me? after being told that I would no longer be charged any more i had funds taken out of my pay check again. when i call they say that is an HR problem well they had no issue taking money from my account and contacting HR for that, when I try to reach someone no one answers the phone or no one can seem to find me their headquarters contact information. i want all my money returned and no association with this company and i will inform all my co-workers not use them for they are thieves and fraud. this is money i dont have to give away nor for it to keep coming out. please just give me my money back and stop taking from me.

  Business Response

  Date: 11/10/2022

  Dear valued customer:

   

  Thank you for using Edenred Benefits for your commute needs. Please note: IRS strictly prohibits any refunds of pre-tax benefits directly to the participants (Section 132F) Edenred is unable to refund pre-tax funds. Please note: the commuter funds are available on the account, do not expire as long as you continue employment with your current employer, and can be used towards any eligible commute expenses. 

   

  We apologize for any inconvenience. 

   

  Sincerely, 

  Edenred Benefits Customer Care

• Initial Complaint

  Date:11/03/2022

  Type:Service or Repair 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 tried to contact Edenred on ************ multiple times but they NEVER answer - currently I am on hold for over an hour and still waiting (11/03/2022 3pm). There's an option to press 1 for them to call back, but they NEVER call back. There is no option to contact them by email or web contact form either. I have nearly $1,000 credit on my employee benefits commuter card but have recently left my job and no longer require regular public transportation, and want my money returned. I believe I have to pay tax on it since it was a pre-tax benefit, which is fine, but there is no way to reach Edenred to even find out how to go about this, and their FAQ doesn't cover it either.

  Business Response

  Date: 11/04/2022

  Dear valued customer:

   

  Thank you for choosing Edenred Benefits for your commute needs. Sincere apologies for subpar experience with the call center. We strive to do better every day. To address your inquiry, it is against IRS regulations to refund pre-tax benefits to the employees directly following separation from the employer. In cases of separation, any remaining funds are returned to the employer. To comply with IRS section 132F Edenred is unable to return the pre-tax funds to you. We apologize for any inconvenience this may have caused. You may wish to contact your former employer for further clarification. 

   

  Sincerely, 

  Edenred Benefits Customer Care

   

   

  Customer Answer

  Date: 11/04/2022

  [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,
  
  *************************