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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Initial Complaint
12/23/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I used priority destination card (****************) redemption to book flights from *** to *** on sept 8, 2024. when we checked in, the reservation did not exist due to a mistake of the travel agent and i had to purchase three tickets again. i got all the money back that was used to purchase three brand new tickets but not $105 (35 ticketing fee *3 passengers). I called multiple times but they said they will send it but it's been almost 4 months and i have not got 105 dollars back. The person I dealt with was Joanne Walker and she said she would take care of this. The case number with cxloyalty is ********. i was promised this money but never received it. please see the attached 35 ticketing fees per passenger.
Business response
12/30/2024
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
12/30/2024

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.

Sincerely,

**** ***
Initial Complaint
12/20/2024
Complaint Type:
Billing Issues
Status:
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.
53rd gave me an auto loan 6 years ago at a 6.xx% interest rate, suddenly without warning a couple of months ago it went up to 8.xx% which I believe to be an illegal business practice. When inquiring through the text chat option, I was given by a representative an AI answer of "Things happen for many reasons" When inquiring over the phone, at first I was given some excuse about "wallstreet rates going up" initially and how they'll come down for my account eventually. When pressed for further detail I was told that it's due to an audit that found I'd been on a lower interest rate than I should've initially been at and that I'd been adjusted to my "correct" amount. No notification for the increase was provided. The representative placed me on hold 3 times with the final time hanging up on me. The phone number provided twice were both incorrect. After being bounced around a few more times. I was given to a representative that told me due to my military service my interest rate went up. This is in violation to federal law if correct and is subject to a potential lawsuit if I decide to file for it. I plan to pay off the debt and would like to warn all others against ever doing business with 53rd bank and hopefully open them up for yet another fraud investigation since they've already had one open against them in the past which they had to settle.
Business response
12/24/2024
We previously 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
12/09/2024
Complaint Type:
Sales and Advertising Issues
Status:
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.
I registered for a hotel promotion in June 2024 (Get back 10K points when redeeming over 60K points). According to the promotion, I should receive 10K points back within 6 weeks of completing the trip, the trip was finished on Aug. 27. 2024, but I have not received anything, so I contacted Cxloyalty customer service, they kept saying they had credited 10K points back to my account, but I have not received anything till now.
Business response
12/13/2024
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
12/13/2024

Complaint: ********

I am rejecting this response because:
I have attached my email communication with cxLoyalty, they claimed 10K points was added to my account or my family members' account on Oct.22.2024. Also I have attached the evidence showing that they are lying, me and my family members' statements show that there is no 10K points added after Oct.22.2024.
Sincerely,

******* ***
Business response
12/23/2024
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.
Customer response
12/27/2024

Complaint: ********

I am rejecting this response because:
I received a call from Chase saying that this has nothing to do with them, this case was mis-route to them.
it should be direct to cxloyalty.

Sincerely,

******* ***
Business response
01/10/2025
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
10/29/2024
Complaint Type:
Billing Issues
Status:
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.
Hello I had $939.27 stolen out of my personal bank account. It was deposited into an account at ****** bank. I called ****** bank to make a report and I don't think she made a report because she didn't even ask me for my name or phone number or email address to get back into contact with me with the resolution. The reference number for that call is ********. I was able to get the acquirer reference number for the $939.27 transaction, it is ************ and the last 4 of the debit card my money was transferred to is ****. This transaction happened on 10-26-2024 at 2:03pm central time. I have already contacted my bank and they are investigating, but this information needs to be investigated by your team as well since my money was deposited into an account with your bank fraudulently. Please get back to me with the findings.
Business response
10/29/2024
Hello,

Thank you for reaching out to us. We have received your report of a fraudulent transfer from your **** *** account to an account associated with our institution. Unfortunately, we are unable to locate the account referenced based on the information provided. We would advise that you contact **** *** to file a dispute claim for the fraudulent transfer and your compromised **** *** account and follow their recovery process.

Thank you,

Complaint Management Program
***********************
Customer response
10/29/2024
Evidence of person hacking my account and adding their ****** national bank card to move my money from my account to theirs. Their ****** bank card ends in ****.
Customer response
10/29/2024
Ip address of hacker.
Business response
11/08/2024
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
07/05/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
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
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.
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 month
Business 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
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.
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
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.
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
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.
**** ****. They were supposed to cover $2K towards a replacement AC unit but declined to pay only $500 violating the warranty agreement
Business 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 Manager
Initial Complaint
11/10/2023
Complaint Type:
Product Issues
Status:
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.
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.

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