ComplaintsforcxLoyalty

• Initial Complaint

  06/27/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I entered a sweepstake to win a ***** Vacuum cleaner. On May 20, I received a text stating that I won and all they needed was for me to pay shipping and handling. I entered my debt card information and when I hit finished a window popped up about this fitness app. It said YES, sign me up and under it in very small letters it said, Although this sounds like a great deal I am not interested at this time. I closed the window and another window popped up that said nothing. There was no writing on the page so I closed the window. About 5 seconds later a bunch of charges start hitting my phone. The first one was **** *** ******* today (**** ********. They charged me $19.99. Then *********************** hit for $6.95, then ******* ****** **** hit for $128.94 ***** ********. And then *********** ******* tools for $24.99. I finally got logged in and locked my card. I c as lord as soon as I got home and was told that this company doesn’t do refunds. I called all the numbers associated with the charges and was told the same thing. I also found out that I was entetered into a raffle and was signed up for some sort of subscription which I told them to cancel immediately. I kept my card locked a two days later another charge was tried to be put through for had phones. I called and explained what happened and proceeded to tell them that I was going to file a complaint with you nd was refunded the $6.95 charge and the $24.99 charge. He told me the other charges were not his department so he couldnt do anything about those. I tried calling several more times with no luck. I called my bank and filed a dispute. I wrote everything out for my bank. After 12 days I get a letter from my bank saying my dispute was declined. I filed an appeal and was denied again. They cleaned out my account and left me $17.00 which was all the money I had for two weeks: my husband is disabled and I had to borrow money so we could eat. This kind of thing shouldn’t be allowed to happen nor continue.

  Business response

  06/27/2022

  **** *** **** ****** **********************  ********* ********** ****** ******** ****** ** ****** **** ********* ** ***** ***      *** ********* ********* * ***** ******* **** ****** ***********************
  
  Thank you for Ms. ********* concerns regarding a recent sweepstakes she entered.
  
  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.
  
  If you should have any further questions, please feel free to contact me.
  
  Sincerely,
  Trisha J. R********
  Senior Manager

• Initial Complaint

  06/27/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Signed up for the FYE Backstage Pass on 9/21/2021 but the cashier failed to mention that I would be charged 11.99 a month. While checking my banking statements, I saw that I was being charged every month for the past 9 months. Never even received an email of any sort alerting me of any charge or renewal of my membership so I didn't know I was even being charged. Tried to cancel my membership on the website, in the app, and even sent out an email but I haven't been successful in canceling.

  Business response

  07/05/2022

  **** ** **** ******* *********  ********* ********** ****** ******** ****** ** ****** **** ********* ** ***** ***      *** ********* ********* * ******* ********* **** ******* **********
  
  We are in receipt of Ms. *********** correspondence regarding her f.y.e. Backstage Pass VIP membership.  
  
  Please be assured that we make every effort to comply with a member’s request to cancel their membership in f.y.e. Backstage Pass VIP for any reason.  Pursuant to Ms. *********** request, her f.y.e. Backstage Pass VIP membership was cancelled and credits totaling $107.91 were issued to her account.  These credits represent full reimbursement of membership fees that were billed to her account. 
  
  If you have any further question, please feel free to contact me.
  
  Sincerely,
  Trisha J. R********
  Senior Manager
  
  

• Initial Complaint

  06/08/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 2/822, I booked a trip through ***** ******* travel using 125763 travel reward points worth $1886.45. The trip included two round trip plane tickets from ******* **, to ******** **, leaving Saturday 2/19/22 and returning Thursday 2/24/22. It also included a car rental from 2/19 to 2/24, which was 66,292 of the points. I separately pur*****d a hotel for Saturday 2/19 through ******* for $271.84. My partner and I arrived at ****** on Saturday 2/18 and were told that the booking agent (*****) had failed to book our flight. I called ***** travel, and an agent booked us on a flight for the next day. Because we could not get on a flight that night, we were unable to use the hotel or car, neither of which we could cancel. We also lost a day of vacation. After ***** booked us the flight, ***** transferred me to speak with someone at CXLoyalty to resolve our complaint that we had incurred substantial costs because of *****'s mistake. I spent over four hours on the phone with CXLoyalty on Saturday night, was put on hold numerous times, and was transferred to numerous different people. CXLoyalty did this to dissuade me from pursuing my claim. After two more phone conversations with an agent named Mia, CXLoyalty agreed to provide $300 in credit, reimburse us for the ******* hotel that we could not use, and reimburse us for the cost of one day of the rental car that we could not use (approximately $132.58). CXLoyalty sent an email confirming that they had "processed your points credit of 20,000 that are worth 300USD." The 20,000 points turned out to be worth only $200 and CXLoyalty never reimbursed me for the hotel or car. On 4/12/22, I called requesting that they reimburse me for the hotel and to transfer the additional $100, pursuant to our agreement. I was told the 20,000 points were worth $300 in travel but only $200 in cash back. They had deliberately used vague language in their email and on the phone to get me to agree to accept the credit.

  Business response

  07/11/2022

  Hi ****,

   

  Please see below update regarding this case; my apologies for the delay in responding.

   

  -Called member and advised about the status of his refund

  -Advised that to expedite the process we will be processing his refund via points and will process a statement credit for the cash value

  -Member agreed

  -Advised the  total dollar amount and the points value

  -Also advised member that the promised 20,000 GWP were already processed and added to his account

  -Kindly see attached file for the email sent to the member and the email request sent to chase for the statement credit.

   

  Please let me know if you need anything further as I see that this case has been closed unanswered.

   

  Thanks,

  Karen

  Customer response

  07/14/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept the business's response to resolve this complaint.  Nevertheless, I write to highlight several practices taken by CxTravel in their communications with me that may violate state law, including ************* statute prohibiting unfair trade practices and common law fraud.

  First, *********** law prohibits any person from engaging in unfair methods of competition and unfair or deceptive acts or practices in the conduct of any trade or commerce.  See C.G.S. 42-110b.  CxTravel promised to give me "20,000 points worth $300" to resolve my initial complaint that they had failed to book my airline ticket.  They assured me the 20,000 points were worth $300.  CxTravel issued the 20,000 points, but it was only worth $200 when used with cash back.  According to CxTravel, when they said "20,000 points worth $300," they meant if you used the points for travel bookings.  But that was never communicated to me.  CxTravel's statements were deceptive -- they tricked me into accepting the 20,000 points by misleading me into believing they were worth $300 cash back.

  Second, CxTravel refused to reimburse me for my expenses until I filed a BBB complaint, and intentionally kept me on the phone for numerous hours, passing me off from one representative to another, to induce me to drop my claim.  This conduct also violates ************* unfair and deceptive acts statute.

  Third, fraud requires a false representation of fact, that the statement was untrue and known to be so by its maker, was made with the intent of inducing reliance, and that the other party relied on the statement to his detriment.  All of those elements are present here -- CxTravel said the 20,000 points were worth $300, which they knew to be untrue.  They said this to induce me to accept their proposed 20,000, and it was to my detriment.

  In sum, this company took advantage of me.  They caused me to waste an enormous amount of time and their dilatory tactics had a real emotional and stressful impact on me.  I am grateful to the BBB for helping to resolve my complaint, but I hope it can take further action to make sure CxTravel reforms its practices so others do not have to undergo the same treatment.

  Sincerely,
  
  **** *******

• Initial Complaint

  05/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Nov. 21, 2021, I used my 76,393 **** ***** *** points for a flight from *** to *******. It cost me an extra $67. On Jan. 4, 2022 I contacted the points center again to change my flight to *** to ******, ********. They did this using the same 76,393 points, plus, they charged me an extra $314. On Jan. 7, when I went to the ***** *** Points website to view my intinerary, it wasn't there. When I went to the ***** website, it wasn't there either. I HAD to leave Jan. 8, 2022 because of my 72 hour COVID test. I had received a Fraud Alert from **** on Jan. 5, 2022, because I was having to go directly through ******** to book my hotel and buy two COVID tests to enter. I didn' respond to the alert, because I figured I had my flight, and I'd use another card for the room and tests. So, since I didn't see the itinarary, I assumed they'd cancelled it because of the Fraud Alert. So, I went to ***** directly and booked another flight that cost me $1033 out of my pocket. My ***** *** Points were NEVER used. I just figured I could use them at another time. **** refunded my $314, but I have been in CONSTANT phone conversations trying to recoup the 76,393 points. When I call, one of 3 things happens: I'm either 1) disconnected; 2) put on hold for over an hour and no one picks up; or 3) they'll take my number, say they'll call me back, and I never hear from them. So, I call again and again go thru the same 3 scenarios. Again, I only bought the ticket with my own money because I wasn't seeing my itinerary on either the ***** *** Point website, or the ***** website. The ***** *** people are saying that I cancelled, but again, I was in a crunch because of my COVID test and the intineary was not showing on either the points website or the airline's website. I feel they're the ones who created the confusion, and I also feel that since the $314 was refunded to me, then the 76,393 points should be reinstated. I don't give up on this because I think they're in the wrong.

  Customer response

  06/02/2022

  Today I received notification from **** ***** *** Points, cxLoyalty, that the 76,393 points I was trying to recover had been reinstated to my ***** *** account.  I logged into my account and the 76,393 points had indeed been added back to my account.

   

  So, as far as I’m concern, complaint #********, as of May 31, 2022,  has been resolved to my satisfaction 

• Initial Complaint

  05/27/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The business mega shopping club has been taking money out of my bank account for services not rendered, they refuse to give me a refund totaling $130, now my bank account is drained,I never signed up for this app.They also refused to tell me what I " allegedly" purchased.I'm on a very tight budget and I'm a vulnerable adult.So now I have no money to by food.

  Business response

  06/27/2022

  **** *** **** ****** **********************  ********* ********** ****** ******** ****** ** ****** **** ********* ** ***** ***      *** ********* ********* * ***** ******* **** ****** ***********************
  
  Thank you for Mr. *******’ concerns regarding his recent refund request.
  
  After an investigation of our databases, we were unable to locate a record for Mr. ******* in our databases with the information he provided.  In order to complete a more thorough search, please have Mr. ******* provide copies of his statement evidencing the charges from our company so we may review this matter further.
  
  If you should have any further questions, please feel free to contact me.
  
  Sincerely,
  Trisha J. Rodriguez
  Senior Manager

• Initial Complaint

  04/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Made a hotel reservation and cancelled less than 12 hes. Website bot willing to give fill refund. Charged 2100 and only refunded 630

  Business response

  05/04/2022

  Unfortunately, we cannot research this complaint without more information as nothing is showing up under the name ***** ****** and we left a voice mail message and sent an email to the customer requesting that they contact us with the information, and we have not received anything back from them yet.  We also asked the customer for their trip ID, credit card program that they booked with, date of booking and the name of the hotel guest. 

• Initial Complaint

  02/22/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Paid for an upgrade on the amount of $2159.40 on Jan 4 and upon checkin was informed that chase had not sent payment to **** ******** so that it could be ticketed in their system. I stayed on a ***** call for nearly 2 hours to resolve for the chase agent to apologize and inform me that there is no upgrade. I was the. Required to pay for the upgrade directly with **** and paid $2400. I have called more than 4 times and spoken with agents and the help desk spending literally hours on hold. I have emailed my upgrade payment to chase info email per instruction of the chase professional. They were supposed to call me back on two occasions and never did. No resolve yet!! They must pay me back in full for the upgrade they never sent to **** ********.

  Customer response

  04/14/2022

  The company resolved the issue and gave a full refund plus extra points!

• Initial Complaint

  02/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ***** Ultimate Rewards falsely represented flight information and pricing and used deceptive practices to lure us into purchasing a certain flight only to cause us an additional $1,000 in damages in carrier fees as a result of our detrimental reliance on the information ***** provided. ***** represented the flight was standard economy when it was in fact "saver economy". Standard economy includes seat assignments and a checked bag whereas saver does not resulting in additional charges. We attempted to contact them directly and nothing has been done by them to rectify this situation. We have and will continue to further suffer financial and emotional damages if this issue is not resolved.

• Initial Complaint

  12/14/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On June 3,2021 we were issued 2 credits from ***** ******** for a cancelled trip. On Sept.8,2021 cxloyalty travel center sent us an email saying A refund for your travel reservation under Trip ID ******** has been processed to the original form of payment, and should typically display on your online account statement within the next 7-10 business days. This email address ***** ********* ******* **** ******** *** *****. I have tried repeatedly to contact them but the prompt on the phone said because of covid the offices are closed. I then contacted my credit card co. **** band and opened a dispute which ended in no help the money is not showing on their end. I have made repeated phone calls to CX my calls are dropped, not returned. and I was promised on Oct.9 in a conversation With Stestfan that the credit will be applied to my Nov. **** card. No such credit was issued. I have made calls, and now I turn to you to help us. The total of the trip was $738.80 which points were applied. The total applied to my credit card was. $681.75 I just called yesterday talked to Jamorsay, he said he had to talk to the accounting dept. that was 12:31 pm I finally hung up the phone at 1:17pm. I've been getting the run around for months now and need this resolved as we are on fixed incomes and need the money. Any help will be appreciated. I can mail you the emails I received I don't know how to send them by computer. Sorry I have made copies of credits and email from CXLoyalty. I can also send you my rejection from **** **** which I am now closing after the money is returned.

  Customer response

  01/10/2022

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

  I received the refund check this week.  You can now close my complaint.

• Initial Complaint

  11/09/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I just learned today that although I have paid off my credit card debt, ***** ***** has failed to remove it off my credit report.

  Business response

  11/24/2021

  ******** *** **** ****** **********************  ********* ********** ****** ******** ****** ** ****** **** ********* ** ***** ***      *** ********* ********* * ******* ******
  
  Dear ****** **********************:
  
  Thank you for your correspondence regarding Ms. ******’s concerns.
  
  After an investigation of our databases, we were unable to locate any membership for Ms. ****** in our databases with the information provided. 
  
  If you should have any further questions, please feel free to contact me.
  
  Sincerely,
  Trisha J. R********
  Senior Manager

*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. ↩