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:04/09/2025

  Type:Product Issues
  Status:

  UnpursuableMore 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 used United Mileage Plus shopping for an online purchase and (as often occurs) the points were not credited. On pursuing this, I was informed that the merchant claimed I never used the united platform or "clicked through" a different site. They have said the "commission" (i.e. bonus) was sent via a different vendor. United plus then claimed it was an error on my part rather than resolve/ pursue the issue. I can certify there was no such issue on my end. This is a fraudulent denial of the rewards points on United Mileage Plus and the merchant, and rather tahn take responsibility they continue to deny and shift blame.

• Initial Complaint

  Date:03/01/2025

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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.

  My wife and I both applied for the Iberia ********** card by *****. ***** is the rewards/points system used by Spanish airline, ******. We completed the required spending to be rewarded the Avios (points) for our two separate credit cards. But, points can only be accessed and redeemed for flights through the Iberia website. We have tried to access the Iberia website to book travel for five months, but it seems we are blocked for an unknown reason (we continue to maintain our credit cards in good standing). We have contacted the company many, many times by phone and via the customer service pages of its website. We are always told the same thing and directed to the same link to reset our password. Each time we're told the outcome will be different, but it never works (meaning the outcome is the same; either we get no email; the reset password function doesn't work; we receive an AI-generated email that is unrelated to our topic). When we submit the online support form, we always receive an AI-generated reply. There seems to be no way to get resolution, and there is no office for support in *****************. Not only did we spend many thousands of dollars to be awarded the Avios points, we have also spent countless hours pursuing customer service so that we can simply book summer travel for our family. In the meantime, since we first attempted to log in and book our rewards travel with Iberia, prices have more than doubled. We expect the airline to make good on its promise of awards that can actually be redeemed by the customer. Otherwise, it is fraud, in addition to unimaginable poor customer service. We demand immediate resolution and compensation from ***************.

• Initial Complaint

  Date:01/17/2025

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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.

  On November 29 , 2024 and December 11, 2024 Mileage Plus shopping had a promotion with ********* for extra miles for every dollar spent. One day it was 10 miles for every dollar spent and another time it was 15 miles for every dollar spent. I purchased over $500 for merchandise on ********* in the hopes of getting extra miles for my Mileage Plus account. It has been over 8 weeks and still no miles posted to my account. ******************** shopping has no customer service number and after numerous inquiries they have done nothing.

• Initial Complaint

  Date:12/08/2024

  Type:Product Issues
  Status:

  UnpursuableMore 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 attempting to purchase egift cards, specifically ****** Play cards using my miles gained through travel. In October I was able to purchase without any issues. Then suddenly their "system" was experiencing "errors". When the company was contacted they said I would have an answer within 48 hrs. After numerous emails I was told I needed to send them proof of identity by send a selfie holding valid ID. This is nowhere in their terms that this is neccasary to ise my own account. I reluctantly sent the information they request and recieved a response of we are working on a solution. When I called the customer service number, I was told that the **** handling the issue could only be reached by email. No one even had another way to contact these people. I have been attempting to make purchases daily since then and as per their website sending an email when a "technical" issue arrises and recieve no response.

• Initial Complaint

  Date:12/02/2024

  Type:Billing Issues
  Status:

  UnpursuableMore 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.

  Approximately a year and a half ago, I noticed I had tickets listed under my Mileage Plus account that were not mine. Upon reviewing the tickets further, I noted that the person had the same first and last name but different initial. I called Mileage Plus to inform them. They ensured me that no one else was using or had access to my Mileage Plus account. I asked them to remove the tickets. Several months later, I received notification via email that my Mileage Plus Account was locked. The week of April 15th, 2024, I spent countless hours speaking to both Mileage Plus and ***** to get my account figured out, as I was locked out days before my trip to ******. No one ever seemed to call or investigate accordingly. It was during this time, that I was informed that someone with the same name as me was assigned my Mileage Plus Account Number. They had me reset password and stated they had it situated. Fastforward to June 2024, and I received another email saying my account was locked again. I again, spent several hours trying to get my account situated. I requested they provide me with a new Mileage Plus number, credit card, and I used an entirely different email address. -Last week I received another email stating I needed to set up my new Mileage plus account number, and a day later, an email stating a new credit card was being sent out with my new Mileage Plus account number. Mind you, I have not spoken with anyone from Mileage Plus. When I called this week, they tell me my account is locked again the day before I travel to ******. I have spent countless hours trying to get this fix. They tell me it's under investigation, and today I receive an email stating I have been getting credit for someone else's miles and that the nearly ****** points I obtained in the last three months on my business card is gone and Im in the negative. They have had every opportunity to investigate this matter. I'm beyond frustrated and cannot continue to time fixing their incompetence.

• Initial Complaint

  Date:11/10/2024

  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 am being sent in circles by *************** and *************** MileagePlus customer service representatives.***** ******** at ************************ *************** (Case ID *************** / ******** BBB COMPLAINT # ********) has repeatedly instructed me to deal with *************** MileagePlus customer service **************. *************** MileagePlus customer service continues to deceive me. On 11-07-24 at 4:47 PM I called **************, as advised. I requested the phone number and physical address for the **************** of *************** MileagePlus. ******* gave me the phone number of **************, which is the customer service phone number for ********************** that I had just called. She said the only address she could give me was P.O. ***************************. My internet search on this address took me to *************** Name Change Policy Flight Travo. MileagePlus Service Center ***************************************************************. The Policy for Name Change on *************** in Case of ***** Events. ***** events such as marriage and divorce require specifiOn 04-20-24 I paid $2,261.00 to *************** for a round-trip ticket from ***********, ** to ********, ***** departing 11-21-24, returning 11-28-24. The *************** confirmation number is LNSQ1S. On 08-05-24, while my *************** MileagePlus account was closed for investigation (Investigation Report ID #************ *************** MileagePlus allowed my ticket to be exchanged without my knowledge or authorization, then issued credits for the remaining balance without consulting me.

  Business Response

  Date: 11/12/2024

  Dear Ms. *************** am sorry to read about your MileagePlus account.

  Please know that any issues with your MileagePlus account must be sent to our *******************************************.

  We appreciate your business.

  Regards,
  ********* *.
  Customer Care Management
  

  Customer Answer

  Date: 11/14/2024

   
  Complaint: 22537266
  
  I am rejecting this response because:

  I have made multiple attempts for over 3 months and continue to get the runaround from every customer service representative I encounter at *************** Mileage Plus. Your response reinforces my opinion of *************** and their related companies.

  Be advised, I have utilized other resources to get my issue resolved.

  The Better Business Bureau can close this complaint.
  
  Sincerely,
  
  ******** ******

  Business Response

  Date: 11/15/2024

  Dear Ms. **************** am sorry for your continued disappointment regarding the fraudulent activity on your MileagePlus account; and I apologize we're unable to reach an agreement to resolve this issue. As previously advised, when a MileagePlus account is suspected of fraudulent activity, the account is closed for investigations.  Please understand,*************** ************* does not have access to ********************** account.  Again we are unable to rectify any discrepancies and/or add missing mileage credit to your account.  For further assistance regarding discrepancies with your MileagePlus account, members are asked to contact the MileagePlus ************** at **************. 
  
  As for your refund request, your ticket is being reviewed by our ******************.  Should you have any questions regarding unused ticket, please contact our ****************** by clicking on the link below:
  ************************************
  
  Thank you for your understanding.
  
  
  Regards,
  
  ***** ********
  ************* Management
  ***************
  Case ID *************** / 31303915
  BBB COMPLAINT # ********
  

  Customer Answer

  Date: 11/20/2024

  Better Business Bureau:
  
  Please close my claim #********. My issue has been resolved through other channels. I have informed the company on my last message, but they continue to give me the same cut-and-paste response without any effort of helping me. Thank you, Better Business Bureau!

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

• Initial Complaint

  Date:05/23/2024

  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 signed up for the months of miles promotion and was shorted 9000 miles. My account clearly shows that I met the spend to achieve ***** bonus miles, but I was only credited 6000 miles. It seems like a bait and switch. Very upsetting!

  Business Response

  Date: 11/21/2024

  Dear Dr. ****************** Better Business Bureau has shared your information with *************** ************************* and we appreciate this opportunity to address your concerns regarding the MileagePlus promotion.

  I am sorry to read about the shortage of miles.

  Please contact MileagePlus at ********************************* as they can help explain exactly what the promotion included.

  We appreciate your business.

  Regards,
  ********* *.
  Customer Care Management
  

  Customer Answer

  Date: 11/22/2024

   
  Complaint: 21754404
  
  I am rejecting this response because: I did contact Mileage Plus and it was not resolved. 
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 11/26/2024

  Dear Mr. ******************** glad to receive your reply and appreciate having another opportunity to address your concerns and request.  Though I am sorry to learn your continued discrepancy regarding your MileagePlus account.  Please understand, *************** ************* does not have access to ********************** account.  Therefore we are unable to rectify any discrepancies and/or add missing mileage credit to your account. 
  
  For further assistance regarding discrepancies with your MileagePlus account, members are asked to contact the MileagePlus ************** at **************. 
  
  Thank you for your patience and understanding.
  
  
  Regards,
  
  ***** ********
  ************* Management
  ***************
  Case ID *************** / 31415695
  BBB COMPLAINT # ********

• Initial Complaint

  Date:02/22/2024

  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 bought a gift card from Mileageplus on December 7 for $63.67 for Best Buy, which I used immediately. I never received a receipt from Best Buy. I waited for my purchase, but never got it and when I tried to find the gift card information on the Mileageplus app, I could not find it, so I went to the website and the website said that I had only made one purchase in the past 90 days, although I had made at least 4 or 5. I sent emails to their **************** which told me that I had to contact Best Buy to take care of it. I couldn't contact them though because I had nothing, not even the gift card number to enable them to do any kind of search. Yesterday, I finally spoke to someone who helped me get into my account and get the gift card number. I then called Best Buy who said they cannot get any information from a gift card number and that the only one that can resolve this is Mileageplus. I called Mileageplus back and was told to email unitedplusx-***************** which I did, but I got no response of any kind from them. I would like my money back.***********************

  Business Response

  Date: 11/20/2024

  Dear Ms. **************** received your letter from the Better Business Bureau regarding your recent experience with us. I am sorry to learn the discrepancies you experience when utilizing your MileagePlus account to redeem a gift card.  Please understand *************** ************* is unable rectify discrepancies as we do not have access to your account.  Members experiencing discrepancies on their account will need to contact the MileagePlus ************** at **************. 
  
  Also the email address you provided ********************** shows it belongs to different member.  If you are not a MileagePlus member, the account holder will need to contact the service center directly. The service center will ask a series of verification questions prior to making any adjustments and/or disclosing any information on the account. 
  
  Thank you for your patience and understanding.
  
  
  Regards,
  
  ***** ********
  ************* Management
  ***************
  Case ID *************** / 31349811
  BBB COMPLAINT # ********

• Initial Complaint

  Date:02/12/2024

  Type:Product 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.

  on jan 25 purchased an apple watch using my miles (49600 out of 62500 ) , the transaction went through but 2 days later i found out that their security department has cancelled the transaction and blocked my account without giving me any notification. In order to get my account back i had to call the security department and verify my identity. After going through the verification process the security department told me that the miles were back in my account that i could log in again, and that i could go back and place the order again. i tried several times to place the order but it never goes through so i have called multiple times the service to get the issue resolved, after several attempt i always got the same answer from the supervisor , " try again in few days if not able call us back because there is no block on your account " in the past 3 weeks i called 3 times because i wasn't able to place the order for that watch or any other merchandise, during those conversation i was promised by the supervisors ******** to name one ) that they would resolve the matter and that i would have received a call back in a couple of days. Never received a call back , today i called again and told the supervisor that they were basically preventing me for no reason to use my miles, Ms ********* decided that it was a good option to blow me off transferring me to the booking department that has nothing to do with the matter . I called back again and they told me that they are escalating the matter ( like they did already several times , with no result ). Mileage plus is keeping miles that i accrued when i subscribed to their program but is not letting me use the miles as per contract and as per advertisement. I also asked if they could transfer my miles to my husband account since he is able to use his account , but they are asking for transfer fee ( in the amount of 735 usd ) for a problem they created.

  Business Response

  Date: 11/21/2024

  Dear Mr. **************** Better Business Bureau has shared your information with *************** ************************* and we appreciate this opportunity to address your concerns regarding your MileagePlus account.

  I am sorry to read about your MileagePlus account issues.

  You will need to contact MileagePlus and request a supervisor for assistance as these issues require security access to your account.

  We appreciate your understanding.

  Regards,

  ********* *.
  Customer Care Management
  

  
  

• Initial Complaint

  Date:12/21/2023

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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 responded to an e-mail offer in September to open a co-branded ************************************ Card. I was supposed to receive ***** *** that count toward 1K status and ****** miles if I spent $5,000 in 90 days. As per the terms and conditions, (Attachment 1) I also should receive 500 *** for each $1***** spent. I opened this card and paid the $525 annual fee in September specifically because I needed the *** to retain 1K status in 2023. There is no mention in the offer (Attachment 1) that this offer would not count in 2023. I spent more than $ ****** on the card since I received it which is well over the $5,000 required for the $***** *** and 500 more *** as described in this offer. The 500 *** were awarded but are not being counted toward 1K status as it says they will in the offer. The ***** *** have not been awarded but should be awarded and should count toward 1K status as described in the co-branded credit card offer and as acknowledged in the message from Chase (Attachment 2). If this promotion was not to start until **** it should have said that and should not have been sent to me in September. I have called United about this 3 times and have corresponded through their customer care portal. I have received conflicting answers on the phone and as attached (Attachments 3 and 4).