ComplaintsforcxLoyalty
Buying Clubs
Additional Complaint Information
Customer Complaint:
BBB files indicate that this business has a pattern of complaints concerning automatically renewed memberships. Affinion Group, Inc. markets its services on a one month trial basis. If the customer does not cancel his/her membership by calling a toll-free number prior to the end of the trial period, the business automatically renews the membership and charges, depending upon the program, a monthly or annual fee to the customer's credit card. The membership is automatically renewed on a monthly or yearly basis unless canceled by the customer. If consumers do not wish to renew their membership, they should make note of the end of the trial period and call prior to it.
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
07/05/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
When I made the flight reservation with ***** ******, Trip ID *********, I was assured by the agent that the flight would be fully flexible and refundable. However, when I attempted to cancel my flights recently, I was told that the trip was actually nonrefundable, which has caused me financial losses. To provide more background, I originally booked a different fully refundable flight on ***** ******, Trip ID *********. This flight was not ticketed due to a system error on ***** ******'s end. The agent I then spoke with offered to book me on a new reservation with no additional charges and confirmed that the cancellation policy would be the same, fully refundable. I accepted the new flight given the assurance that the new ticket would have the same fully refundable policy and the flexibility I needed. I am deeply saddened by the discrepancy in communications with different agents and firmly urge ***** ****** to uphold the commitment and provide a full refund for the flights I booked, as it should be.Business response
07/11/2024
We responded to our customer's concerns. To protect their privacy, we are not providing you with any details of our resolution. Our customer may use their discretion in sharing our response directly with you.Customer response
07/11/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.The business reviewed the booking details and found that the ticket was indeed fully refundable. A refund has been offered by the business.
Sincerely,
******* *****Initial Complaint
03/06/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I was contacted by the company to redeem a $500 gift card for *******. They lied to me and turned it around to a Grocery savings card and $100 gift card to ******* I was charged twice for the same item that was supposed to be a gift to me. And if I do not cancel the order, they will begin to charge me $22 a monthBusiness response
03/11/2024
We responded to our customer's concerns. To protect our customer's privacy, we are not providing you with any details of our resolution. Our customer may use their discretion in sharing our response directly with you.Initial Complaint
03/01/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I was cleaning my office and found a check that I had misplaced from cxLoyalty in the amount of $111.27 [never cashed]. I realized that the check was outdated and called the company to please have them reissue the check. I have called them 6x and sent an email, first call on November 9, 2023. I have not received one phone call/email or any type of follow up to my request. This money was a travel refund. I would just like to have the company reissue me a new check in the amount of $111.27 which I am due.Business response
03/07/2024
We responded to our customer's concerns. To protect their privacy, we are not providing you with any details of our resolution. Our customer may use their discretion in sharing our response directly with you.Initial Complaint
11/21/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
Re: Trip ID# ********* 11/102023 - 11/12/2023 I’m in need of my itemized folio for my recent ******* ****** stay on 11/10/2023. I need it for a rebate I have to submit to ******. Without it I will not get back my money. After they assured me that I will be provided with an itemized folio, now I’m being told they will not be able to honor my request. I really feel I’m being underhanded and because of this I risk losing out on rebate. It seems that no one within ***** ****** wants to help me nor do they really care to. They need to do the right thing and provide me w a simple receipt.Business response
12/01/2023
We responded to our customer's concerns. To protect their privacy, we are not providing you with any details of our resolution. Our customer may use their discretion in sharing our response directly with you.Initial Complaint
11/16/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
**** ****. They were supposed to cover $2K towards a replacement AC unit but declined to pay only $500 violating the warranty agreementBusiness response
11/17/2023
******** *** **** ******* ********* ********* ********** ****** ******** ****** ** ****** **** ********* ** ***** *** *** ********* ********* * ***** ****** **** *** **********
Thank you for your recent correspondence regarding Mr. ******** concerns with his AC replacement.
This case was inadvertently sent to us. Please contact the company directly regarding Mr. ******** complaint.
We request that your records be corrected to ensure that the above referenced case file is recorded against the appropriate company.
We apologize for any confusion or inconvenience they may have experienced.
Sincerely,
Trisha J. R********
Senior ManagerInitial Complaint
11/10/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
We originally booked the hotel for 5 nights by redeeming 183,924 points. During check-in, we were dissatisfied with the hotel service and negotiated with the hotel manager to pay for only one night and receive a refund for the remaining 4 unused nights. We were instructed to call ***** Travel Customer Service to speak with the hotel manager, who had already approved the refund for the unused nights. They only required us to pay for the one night that was actually used. However, I was then informed that I needed to wait for two billing cycles to receive the points refund. To my surprise, a few weeks later, I discovered that I had been charged 46,216 points I was unsure about the reason for this charge. Consequently, I contacted ***** Customer Service to discuss the issue with my points. I was transferred to a supervisor who explained that the charge was a penalty fee of $462.16 (which is equivalent to 46,216 points redeemed) for the hotel cancellation and receive the partial refunds of 137,708 points. I never been informed about this charge! This unexpected development caught me off guard, and I questioned whether this was a normal procedure.Business response
12/27/2023
Good afternoon:
We responded to our above mentioned customer's concerns. To protect their privacy, we are not providing you with any details of our resolution. Our customer may use their discretion in sharing our response directly with you.
Initial Complaint
11/07/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
We are unable to redeem our ******* *******. We are a long time ******* ******** customer and they offered us rewards if we signed up for their ******* ********* Credit Card. So we did, earned these rewards for purchases and now we are unable to redeem. We've been trying to do this all year long and still cannot redeem after repeatedly trying to use the website, phone app, letters, and phone calls. They keep sending us emails and texts about redemption amounts and links but they never work. Their excuse is that the system is experiencing a problem, try again later. Can you help us make them honor their offer?Customer response
11/27/2023
This issue has been resolved. About two weeks after the complaint, the website link finally worked and we were able to redeem our points. Thank you for your assistance.Business response
11/27/2023
We responded to our customer's concerns. To protect their privacy, we are not providing you with any details of our resolution. Our customer may use their discretion in sharing our response directly with you.Initial Complaint
11/03/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Aug. 2018 I purchased and a $200.00 warranty for a recliner I purchased at ***** for my Mother. The warranty was not used within the 5 year period so I was entitled to receive a warranty refund. I put in a claim to have my warranty returned to me however I've had to call several times to correct misinformation or lack of information for my refund and was told that the claim was finally updated and accepted and the coupon would be mailed to me. I still have not received it and there's a 30 deadline for the coupon to be used. Warranty sales check # ********. Recliner sales check # ********Business response
11/17/2023
******** *** **** ******* ********* ********* ********** ****** ******** ****** ** ****** **** ********* ** ***** *** *** ********* ********* * ***** ******* **** *** **********
Thank you for your recent correspondence regarding Ms. ********* concerns with a recliner that she purchased from ******
This case was inadvertently sent to us. Please contact the company directly regarding Ms. ********* complaint.
We request that your records be corrected to ensure that the above referenced case file is recorded against the appropriate company.
We apologize for any confusion or inconvenience they may have experienced.
Sincerely,
Trisha J. R********
Senior ManagerInitial Complaint
10/23/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased a business class ticket for two to *** **** at $1,379.96 through ***** ****** in October 2022. Due to an issue from ***** ******'s end, I was offered an alternative flight on *** ****** ******* priced at $6,812.76 without any additional charge. In April 2023, a significant schedule change occurred, prompting me to request an involuntary change to a later date. However, during the process of confirming this change in August, a miscommunication with the agent led to the non-issue of new tickets, resulting in a no-show scenario. Upon contacting ***** ******, I was initially offered a refund of $1,379.96 against a cancellation and no-show fee of $800, which I was dissatisfied with and rejected. I talked to a different agent at a later date, who offered a full refund of $6,812.76, for which I agreed to be charged an $800 fee. Despite multiple assurances from various agents and supervisors about the refund of $6,812.76, one month post the refund request, only $1,379.96 has been credited back to my account. Today, a supervisor reverted to the original refund amount, which is unacceptable as it does not align with the agreed refund amount of $6,812.76 as was agreed upon and confirmed in earlier conversations. ***** ****** insisted that the agent did not receive confirmation during the communication regarding the involuntary date change, and therefore bears no responsibility for the non-issuance and the no-show. They have again refused to perform the refund amounting to what the agent explicitly and repeatedly provided. This is apparently a case of double standards and a breach of business integrity. Given that the agent provided an amount, and that I agreed to and paid the cancellation fee, it is an agreement reached and should be adhered to.Business response
11/21/2023
We responded to our customer's concerns. To protect their privacy, we are not providing you with any details of our resolution. Our customer may use their discretion in sharing our response directly with you.Initial Complaint
10/19/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
On June 15th 2023 we bought two tickets for a ******* *** flight through ***** Travel Rewards portal from ***** to ******, with a 2.5 hour layover in *****. ***** Trip ID *********, ******* ***line confirmation number ******. On July 21st 2023, we were informed that the timing of our *****-****** flight had been changed, such that our layover would be close to 12 hours. This made the flight ticket useless for us, as a 12 hour layover is too long and our onward travels within ****** would be adversely affected. Since then we have reached out to cxloyalty/***** Travel Rewards customer service phone number five times to cancel the ticket and get a full refund. They have so far refused to provide the refund. The customer service representatives keep mentioning that they need to get a waiver from ******* ***lines first before they can cancel the ticket. But after months of trying, they have not been able to get in touch with the airlines. This seems to be a communication issue between the cxloyalty and their airline partners, but for some reason we are being held liable for it. We have also tried to cancel the ticket through ******* ***lines directly as well, but get referred back to cxloyalty/***** since the ticket was bought through them. From our perspective, we are stuck with a ticket that we did not buy and that is unacceptable. We would like a full refund since we cannot use the ticket.Business response
11/08/2023
We responded to our customer's concerns. To protect their privacy, we are not providing you with any details of our resolution. Our customer may use their discretion in sharing our response directly with you.
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Customer Complaints Summary
86 total complaints in the last 3 years.
22 complaints closed in the last 12 months.