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:03/01/2024

  Type:Customer Service 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 a credit card which earn rewards points and this business (CURewards) administers the redemption of those points. I have twice tried to redeem points for some merchandise and the orders get stuck in 'pending' status. I have called over & over again only to be given the run around every time. The customer support is unhelpful to the point of being hostile. Every phone call they tell me to call my Credit Union which issued the credit card and when I do the ** informs me that they outsourced the point redemption to CUrewards. I have tried multiple times sending emails and they just tell me to call the same number that has been a waste of time so many times. If I insist upon help via email they simply ghost me. After looking at their terrible reviews (and average of one star is quite remarkable) I suspect that this is how they work - they hope I will grow frustrated and abandon the points I have earned.

  Business Response

  Date: 11/21/2024

  Thank you for bringing this issue to our attention. We are sorry to hear of the experiences you noted and any inconvenice caused. In reviewing our records, we show that an order was placed on 1/26/2024 which was canceled due to inavailability of the item. On 1/31/2024, the points were refunded and another order was placed. The new order was flagged as potentially fraudulent which required review and approval by the fraud department prior to release. After several inquiries with the fraud department the order was approved for fulfillment. If you have any further questions or concerns, please do not hesitate to contact us. 

  Customer Answer

  Date: 11/21/2024

   
  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.   I thank the BBB for its intervention which played a crucial role in straightening out this 'error.'
  

  
  Sincerely,
  
  **** ****

• Initial Complaint

  Date:06/08/2023

  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.

  To: ******************************* <*******************************>;************************ My husband and I booked two tickets on a Southwest Flight and a vehicle through Alamo using our CUrewards plus the balance on the oECU/visa credit card for our annual trip to ******* in February. All of a sudden, I get three emails from you saying you made a mistake and used ******************** Dirham 1AED) currency instead of ************* currency and that I owe: ***** more for one flight and 301.oo more on my second flight. Then, you say I owe ******* more money on my vehicle rental. The only Travel Booking number that was in the three emails was *******' I am irate to say the least. you send three emails on a Wednesday and say the money is coming out of my account on Friday=TWo DAYS NOTICE? THIS WAS YOUR MISTAKE NOT MINE. How are you going to fix it????They charged my OECU/**** the $***** and $301.00. ********************************* at ************ is who is supposedly working on my money return, but he has not. I want these two amounts credited to my **** acct. AND I DO NOT WANT TO BE CHARGED ******* FOR MY CAR.

  Business Response

  Date: 11/21/2024

  Thank you for bringing this issue to our attention. We are sorry to hear of the experiences you noted and any inconvenice caused. In reviewing our records, we show the participant's credit card was undercharged during order placement. After many attempts to contact the participant with no response, their card was charged a small portion of the original amount due. 

  Customer Answer

  Date: 11/22/2024

   
  Complaint: 20154667
  
  I am rejecting this response because: I did not get credited to my **** the amts. requested.
  Sincerely,
  
  ***** ******

  Business Response

  Date: 12/03/2024

  *****, we apologize for this past system issue on the travel redemption site.  Unfortunately there is nothing further we can do to remedy this past situation.  If there are any issues with future orders, please do not hesitate to contact us immediately.

• Initial Complaint

  Date:06/02/2023

  Type:Billing 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 been trying for more than a month now to collect rewards. I have never done this, so have a lot of reward points. Last month it was, we don't send Amazon cards to a P.O. Box. I live in a town that does not do **** home delivery. Guess they aren't familiar with 'porch pirates'. They cancelled that order. They suggested e-mail rewards and there were no e-mail rewards that weren't part of airline or rental cars, don't need either. I found the cash to account link, submitted that got notice that I would have the money in 5 days. Twenty (20) days later I have no rewards and more delays in where that money is. They will have to trace it. Feels like lots of clever ways to not have to pay out rewards. This company is useless and should never be used by a credible bank or credit union.

  Business Response

  Date: 11/21/2024

  Thank you for bringing this issue to our attention. We are sorry to hear of the experiences you noted and any inconvenice caused. In reviewing our records, we show the participant's points were refunded on 6/19/2023 and the ticket closed for the Amazon gift card order. The original cash to account transaction failed because the bank was unable to confirm the account using the information provided. If you have any further questions or concerns, please do not hesitate to contact us.

  
  

  Customer Answer

  Date: 11/24/2024

   
  Complaint: 20137166
  
  I am rejecting this response because:

  The original cash to account transaction failed because the bank was unable to confirm the account using the information provided

  This if fully 100% inaccurate. It is not what happened A YEAR AGO and a poor excuse to remove their failure to actually have a credible reputable business that somehow has monopolized the market leaving little else for credit unions to use. And customers unhappy.

  I ordered a gift care to be mailed to me.  When the card never arrived, I logged in to find that the transaction had been cancelled.  I had received no notification, no email, nothing.  When I finally got ahold of someone they told me it was because they dont send gift cards to PO Boxes.  Somehow thats less safe than a mail box on a house that someone can get into.  I live in a small town that does not do **** home delivery, I only have a PO Box for *****  
  

  The credit union actually is the one who helped finally resolve the issue not this useless org.

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

  Business Response

  Date: 11/25/2024

  ********, to clarify our first response, we agree with you that your first order for gift cards was cancelled due to the ** Box address. Unfortunately, it is outside of our policy to ship to a ** Box.  Your second order of cash to account was delayed as the account information provided could not be validated.  We apologize for these issues.  If there are any issues with future orders, please do not hesitate to contact us immediately.  Sincerely, CURewards Program Headquarters.

• Initial Complaint

  Date:05/06/2023

  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.

  I spent extra points to buy a refundable and cancellable hotel reservation. I had to cancel my reservation in order to book at a different hotel. I have been waiting for over a week to get my points back. Meanwhile the cost of booking a hotel room continues to go up with each day. I have called the company 4 times for escalation with no results. I will be changing credit card programs better to get a better managed and ethical rewards program.

  Business Response

  Date: 11/21/2024

  Thank you for bringing this issue to our attention. We are sorry to hear of the experiences you noted and any inconvenice caused. In reviewing our records, we show the participant's credit card was undercharged during order placement. After many attempts to contact the participant with no response, their card was charged a small portion of the original amount due. 

• Initial Complaint

  Date:01/11/2023

  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.

  Around 11pm on 2/18/2022 I purchased airfare through the CURewards online portal using 736 travel reward points and $463.02 paid via credit card (order #: *********). Due to a family emergency, our travel plans changed that weekend. After several failed attempts to change the flight due to a complicated and undisclosed partnership between CURewards and a third-party company named Bakkt, I cancelled my flight for a travel credit at the recommendation of a CURewards representative on/around 2/21/2022. At that time, I was told I may be eligible for a refund due to the cancellation occurring within 24 business hours of the purchase. After that, CURewards made no proactive or reasonable attempts to resolve the matter.To this day, 1/11/2023, CURewards has failed to provide information regarding my travel credit (value, terms, etc.), nor have they released the points reward value outstanding from the transaction to me (******). I've spent hours attempting to resolve the issue with CURewards, to no avail. Their customer service is abysmal. They are unreachable. They provide no means to escalate issues for resolution. Their representatives are extremely unprofessional (on 1/6/2023 I was hung up on after being refused assistance).CURewards committed a privacy violation by sharing my information with Bakkt without consent. Furthermore, CURewards effectively stole from me, making it impossible to view or access the travel credit I was promised and refusing a refund (either to my credit card as direct funds or as reward points for redemption to my CURewards account). Their model is deceptive and their redemption processes are built to be unfair to consumers.

  Business Response

  Date: 11/21/2024

  Thank you for bringing this issue to our attention. We are sorry to hear of the experience you noted and any inconvenice caused. In reviewing our records, we show that points were refunded to the cardholder on 2/6/2023 and subsequently been redeemed. If you have any further questions or concerns, please do not hesitate to contact us. 

• Initial Complaint

  Date:12/03/2022

  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.

  11/8/2022 I called Curewards to book a flight for 2 people. The Curewards representative booked the flight which consumed ****** points. At end of the booking the rep said he was waiting for the confirmation number. A few minutes pass and he tells me the flight is not available. He was unable to rebook the flight because the points are no longer showing. He then said the points are probably in limbo. The point should show up in an hour or so. I have made dozens of phone calls, up 3 times a week to Curewards, and spent over 7 HOURS on the phone since the day Curewards lost my points . I am assured the points are a in a priority queue to be restored. Yet they have not been restored. At this point I feel the points that Curewards refuses to reinstate, that Curewards lost, have a value of about $870.dollars. Its sad that a rewards company cannot fix there own mistake.

  Business Response

  Date: 11/21/2024

  Thank you for bringing this issue to our attention. We are sorry to hear of the experience you noted and any inconvenice caused. In reviewing our records, we show that an order was placed on 11/8/2022 for ****** points.  On 11/11/2022, the platform administrator received a notice of a point refund failure, following which the points were successfully refunded to your account. If you have any further questions or concerns, please do not hesitate to contact us.