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:09/11/2024

  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.

  On July 29, 2024, I made a purchase at ****** using ***************' MileagePlus program, where it would return me 9 miles for $, it turns out that it has been more than 45 days since the purchase and nothing, the purchase is missing, an inquiry has already been sent "Inquiry # ******** - Thread # [thread::lUuO1Oe1fUaA4MIIUfwOPxg::]" and so far no solution about this, I ask that United resolve and finally allocate the corresponding miles within 3 business days of being aware of this complaint.

  

  Business Response

  Date: 09/11/2024

  The inquiry # 01727127 was opened on August 23rd and was sent for merchant research the same day. The merchant has since denied the order on this inquiry for commission and rewards. We will get back to the member with a denial through our CRM system by the end of today.

  Thank you,
  

  *******

  Customer Answer

  Date: 09/11/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********.

  Totally incorrect information, as mentioned, the purchase was made on July 29th, since then my purchase has been missing, when contacting ******, I was informed that they did not have access to affiliate channels and/or others, and therefore could not verify the demand, however, they informed that the request was already being assessed by internal support, as mentioned, the inquiry was sent, but there was no time for ****** to respond appropriately, which is not true and exemplifies that United through its Mileageplus program is not actually calling its own rewards portal, which is extremely frustrating.
  
  I request that representative ******* be removed from the complaint and a new representative be assigned, and that United resolve the problem and that the missing miles be allocated.
  
  The fact is, if I request proof that ****** says it was "declined" if it doesn't even exist, then please provide me with proof within 24 hours where ****** says that, or I ask that Cartera and United take action against the representative ******* for her responsibility and incorrect information.

  
  Regards,

  *******

   

   

  

  Business Response

  Date: 09/24/2024

  Since ****** has denied Order # 4977315801 for commission and rewards, we will not be able to reward this order at this time.

  Thank you,

  *******

• Initial Complaint

  Date:09/06/2024

  Type:Delivery 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.

  This is the 3rd complaint filed against this company regarding their inability to process simple orders through their *************** eShopping portal. Specifically for this complaint, for years nearly half the purchases made on *********** fail to automatically post the ** miles to my account. In the past, I have tolerated their horrible customer service demanding that I jump through many hoops and exchange countless, tedious emails to procure a piddling amount of miles because their tech is substandard. For the following *********** orders, please post the relevant miles WITHOUT DELAY OR REQUESTS FOR MORE INFO: 4445281840, 4805121110, 4491547811, and 4764179117.Because of the endless hassle, an additonal bonus of ***** miles is in order as a goodwill customer service adjustment.Also, please don't tell me about last clicks, cookies, etc. I did everything correctly.

  

  Business Response

  Date: 09/09/2024

  Thank you for reaching out. I have looked at all the cases you mentioned.  Currently they are being researched with the merchant.  We will follow up when we have more information through the cases in our system.

  We appreciate your patience.

  ******

  Manager, Customer Care

  Customer Answer

  Date: 09/09/2024

  3 of the ***ervations posted but one has not, #**********.  That *** never showed up on my profile even though there is proof that I visited *********** thru the shopping portal on the date I made the ***, 5/30/24.

  There is also the problem that I (and p***umably other users) have to regularly follow up with cust service because the platform simply does not work properly.

  That is why ***** bonus miles are warranted for all the unnecessary, tedious, extra work for very small amounts of miles.

  Regards,

  ********

   

   

  

  Business Response

  Date: 09/10/2024

  All your orders in question are being researched with the merchant. The merchant research process takes about 6-8 weeks. We will get back to you once we have a resolution on your orders.

  Thank you,

  *******
  

  Customer Answer

  Date: 09/11/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  The reply is inadequate because, again, there was no mention of a customer service goodwill gesture of ***** bonus miles to account for the unnecessary and excessive number of emails as well as interminable length of time - already more than a month, will likely be several more months - to resolve a problem that would not occur had Cartera invested in improving their techonology that captures, documents, and processes *********** orders.

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ********

   

   

• Initial Complaint

  Date:08/21/2024

  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.

  Hello,I place an order utilizing the ***************** shopping portal button that is an extension to my chrome browser with Lenova on July 30th, 2024 for $1,284.16 (order# **********). Their was a promotion of 3.5/miles per $ spent on the before taxes amount of $1,197.35. I doubled checked and took photo proof that the button was activated and then took photo proof of the success message after the transaction. My points never showed up on my account within 15 days so I filed a complaint online (Inquiry number - ********) and sent in my photos of purchasing with the ** button active. They stated that I used another offer on this purchase so I am not eligible for points. I did not click another offer and again took care to make sure the ** shopping button was activated. They also cannot explain how the successfully purchase notification would work if the button was not tracking. I believe this was an eligible transaction and I did actions beyond what a reasonable person would do in order to ensure I would receive points.

  

  Business Response

  Date: 08/22/2024

  Thank you for reaching out.

  We will be in touch through your case in our system.

  Thanks,

   

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

  Manager, ************** AAdvantage eShopping

• Initial Complaint

  Date:08/19/2024

  Type:Delivery 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.

  08/06/2024, 08/08, 08/12 - I made a large purchase (over $20,000) under 4 orders at BBQ Guys through the ** eshopping portal when the mile multiplier was 2.5 miles per dollar. I specifically went through the portal and ordered my items well ahead of time (since my project does not need the items for another 4 months) only to avail the mileage multiplier. ***** was offering 3 points per dollar, btw but I wanted the airline miles. I have used aa shopping portal many many times and I know how the process works. But this time around I received a note from Cartera stating that the merchant said my order does not qualify for miles due to the last touch rule (please see below the response)"The merchant has concluded the research on this transaction and has notified us that this order is not eligible for rewards.Merchants on our site attribute orders to the last touch and pay commissions to **dvantage eShopping. We then convert that commission into rewards that we post to your account. In your case although you started the purchase while logged in to your eShopping account, the merchant has indicated that the last touch before you completed this transaction was not *********************************** and therefore the commission for this order did not track back to your eShopping account."Untrue. I have used this portal many times and I know that I have to be within the same session and place the order within a few minutes so the session does not expire, etc. and that I need to not do any other searches. I sent them my browser history that showed that I went from the portal to the site to place the order all within a few minutes. I am owed more than ***** miles! and if this is leading them to say that my order does not qualify in spite of me sending proof of my browser history, etc. This seems VERY disloyal and there is no way for my to return the items and place a new order due to the large nature of my order and the shipping costs that I would need to bear.

  

  Business Response

  Date: 08/19/2024

  Thank you for reaching out.

  We will take a look at the denials for the order through our system.

  Someone will be in touch before the end of the day tomorrow.

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

  Manager, ************** AAdvantage eShopping

  Customer Answer

  Date: 08/23/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Hello - I am waiting for further response from the business. The business has contacted the merchant on per their email on 08/19 but I have not heard anything after this. I am hoping that they can get this resolved as quickly as possible. Thanks
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

  

  Business Response

  Date: 08/29/2024

  Thank you for reaching out.

  I have reached out to the merchant regarding all 4 of your orders.

  I have not heard back.

  All 4 orders have been denied as credited to another publisher, that publisher being Wildfire.  ************ manages offers for credit cards, including the one you used to purchase these orders.

  I am trying to get more information and will follow up when I hear back.

  Please remember that merchants will only pay the commission to one affiliate program, this includes credit card offers, unless they are co-branded with the airline you are earning miles with.

  I will be in touch when I have more information.

  I appreciate your patience.

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

  AAdvantage eShopping

  Customer Care, Manager

  Customer Answer

  Date: 09/10/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Please reopen complaint ******** This has not been answered. I am not sure if this is one of the tactics of the company because they said they will get in touch with me in the last message. I was still waiting for the resolution but there is no way in BBB to note that I am still waiting for a resolution on the complaint. I can either accept/reject. This matter is still not resolved. Hence please reopen the complaint or please let me know if I need to open a new complaint. Thanks 

  

  Business Response

  Date: 09/10/2024

  We have already denied the rewards for the member's BBQGuys orders based on the response from the merchant. We are unable to reward the orders, since BBQGuys has denied the orders for commission and rewards.

  Thank You,
  

  *******

• Initial Complaint

  Date:08/13/2024

  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.

  i made a purchase using the portal on 7/2. at ********* where the offer was 12x the amount of miles. the total was 502. i never got the miles. i tried to notify you guys a week after and it said it was too soon. two weeks later i sent the info in and heard nothing back. i did it again later and now am being told i waited too long even though i did this three times within a month

  

  Business Response

  Date: 08/14/2024

  Thank you for reaching out.

  We will follow up through your case.

  Thanks for your patience.

   

  *********************, Manager, Skymiles Shopping

• Initial Complaint

  Date:07/26/2024

  Type:Service or Repair 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.

  Greetings!I purchased a number of **** giftcards under the AADvantage Eshopping program when they were offering 3x on spend at giftcards.com.I purchased 8 **** giftcards on 6/17, 8 giftcards on 6/19, and 8 giftcards on 6/23. In total, there were 24 giftcards which cost $253.47 each.None of the giftcards tracked correctly through the Aadvantage Eshopping program, even though I used a compatible browser and the "button" tool that they provide. I also got a "Congratulations" banner after making these purchases.I later submitted cases to investigate why these items did not track, and have been denied on the claims. (inquiries 01698834, 01698832, 01698831). The denial said I opened up a new tab, which is completely incorrect.I believe I am entitled to ***** AA points based on the spending with this program.

  

  Business Response

  Date: 07/29/2024

  Thank you for reaching out.

  I did check your cases for this merchant and currently, the orders are still being researched.

  We did advise that this can take up to 8 weeks and we will be in touch with updates.

  Please take the time to read our terms and conditions found here: *************************************************

  We appreciate your patience.

  ******

  Manager, ************** AAdvantage eShopping

  Customer Answer

  Date: 07/29/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  The last email correspondence did not indicate that this would be reviewed and it would take 8 additional weeks - only an outright rejection.  Can you confirm that all 24 giftcards.com orders will be reviewed and each will take 8 weeks?
  

  I would appreciate an expedited response and investigation, as I would like this resolved.

   

  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  J

   

   

  

  Business Response

  Date: 07/30/2024

  Please log into your eShopping account to verify your orders.

  We added all the orders in question.

  You indicate 24 and we adjusted 15 yesterday.  

  Once you check, please verify if we adjusted all the orders or if any are missing.

  We process cases in the order they are received, and cases are assigned this way to multiple reps.

  I want to make sure we did not miss anything.

  I will also email on through our CRM so you can follow up there.

   

  ******

  Manager, Customer Support, AAdvantage eShopping

   

• Initial Complaint

  Date:06/18/2024

  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.

  Cartera operates Alaska Airlines MileagePlan Shopping. See the complaint in the attachment pdf. (I can't describe the problem this way, as it limits me to ***** characters.)

  

  Business Response

  Date: 06/20/2024

  This is highly unusual that ****** reverted the reward miles for Order # 4672605417. While we do not have the capability to send you cash for the reverted miles, I am working on restoring the miles to your account as soon as possible.

  Thank you,
  

  *******

  Sr. Director, ************* Operations

   

  Customer Answer

  Date: 06/20/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********.

  As you say, it is highly unusual that ****** did this, since they do not have that power within the Cartera points program, meaning it is impossible for it to have been caused by the retailer, but rather it was caused by Alaska or Cartera, because a case was opened that lasted more than 2 months, and as clearly proven in the annex, ****** itself was the one who approved this and paid ****** the due miles.
  
   Don't come to me like "although, I can't pay the miles in cash", I already mentioned that I am extremely dissatisfied with this, what they did was theft, and I could very well go to court, and then you would have to pay a lot of money for that negligence.
  
   I am asking for what is due, each mile costs 1 cent, so I ask that you send it using one of the methods I mentioned, as I will delete my account with Alaska and MileagePlus, I have already been mistreated enough, the sending of this money must be delivered either by Alaska or by Cartera.
  
   Therefore, I request that you immediately send the amount due to this by one of the methods I mentioned, as I no longer accept the miles, as I will definitely delete my account from this irresponsible company, if they do not proceed or resolve it as I am requesting, I will take action legal action against damages.
  
  
   Therefore, ask one of your managers or network to send me the amount via Paypal, or send a Prepaid ************ Gift Card for the duly requested amount.

  
  
  Regards,

  ********

   

   

  

  Business Response

  Date: 06/27/2024

  Hello,

  Please note that the ****** miles for ****** Order # 4672605417A has posted to your account as of 06/25/2024. We do not have the ability to pay you cash for those miles.

  Thank You,

  *******

  Sr. Director, Mileage Plan Shopping/Cartera

   

• Initial Complaint

  Date:06/07/2024

  Type:Delivery 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.

  Yet again they do not post eligible points. Thousands of them. They tracked my order for the first time this whole year. Im forced to work for 1-2 hours to ensure all my orders lost. This business violates its contracts with AA and others. AA will take in an investigation after 10 days but I must wait on hold and file all the details. This shambling entity refuses even when tracking it, to even reply and attempt until 15. I wont be in the nation then. They do not care. Im filing further complaints. This is unethical. Its manipulative. Its pure greed. Did my part and it eve. Tracked but it did not post? Why? So your job! BBB look at the thread of complaints. People are starting petitions to airlines to beg them to cut ties with this business and you give them passes. FYI. Upgrades for status holders are processed on AA in part by rolling Loyalty Points the past 12 months. A purchase like this$900 x4 multiplier that day PLUS a 30% bonus AA gives me now means upwards of 5000 miles/points a lazy and non responsive company holds hostage while we as paying customers do not clear upgrades. That is an issue. Only complaints seem to get me what I ALREADY PAID FOR! I do not want to spend hours after all my purchases chasing ghosts. Fix this now. Of course they sent me the tracked order but placed it on the wrong column. My purchase shows under visits not purchases but they do not BOTHER to respond to any errors even when they make them!

  

  Business Response

  Date: 06/07/2024

  Thank you for reaching out.

  The eShopping site indicates that most orders take 2-3 days to post to your shopping account.  Some do take longer.

  The eShopping site is one way for AAdvantage members to earn miles towards status.  The site is managed by a third party for the airline.  We do not have any insight to member status or accounts.  

  We outline our process for missing orders on our site and we also take the time to educate our members when we follow up.  All orders through our site must receive commission to be eligible for posting.  This can take some time to research with our merchants.  All orders we send for posting to the airline will post with the transaction date so it is correct for status.

  At this time, your case is being worked on.  

  We will follow up through the case as soon as it is resolved.

  Thank you,

  *********************, Manager Customer Care

  AAdvantage eShopping

  Customer Answer

  Date: 06/07/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  The reason I do not accept this is because it is a script they follow with no concrete action or explanation of why they tracked my order this time, which proves that I did have cookies enabled and no ad blockers up that wouldve hindered tracking, and yet they themselves have it in the wrong column. each time something like this happens, I get the same responses every time (there should not BE an every time)  and the same scripts. But as I have repeatedly said, when they tell customers that it may take a month, or in one case a year, to track down what went wrong, we as American Airlines status holders actually get passed by for upgrades because  these miles are considered Loyalty Points on this airline, and upgrade status is determined, among other reasons, by rolling Loyalty Points. When someone makes a large purchase like this, that gives us a large boost in our rolling points, but this business entity neglect to fulfill its part of the contract. There should be nothing more required than proving that the purchase took place. I recorded is 7 minute video of myself making the purchase via the portal because I am so used to the incompetence  that occurs. I would be more than happy to upload it to a cloud, as it is probably too large to attach here though Im going to try. When I received the order tracking email, I assumed that this time it was going to post correctly, for the first time in the as long as I can remember. I should not and will not do hours upon hours of work every year to make sure my purchases post.
  

  American Airlines now is receiving a call  from me and opening an investigation again. And I am pretty sure theres going to come a point that the airlines are going to get sick of having all these complaint calls and having to do the work that theyre paying this shambolic company to do. I do not get paid  for tracking down my orders and sending emails and filing complaints. As a matter of fact, this week I am working a special job that can only take place at certain times, and I am losing money while I deal with this. Cartera IS getting paid for their time looking into my orders. This is one of the worst businesses I have ever seen operate in all of my years on this earth, that pretends to be a good business this business reminds me of stories I used to hear about payday lenders and loan sharks and **** shops. And in the state of ************* especially, where high standards generally prevail, I am stunned  that this is allowed to continue. I honestly believe that the state Attorney General needs to look into Cartera  

  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

  

  Business Response

  Date: 06/12/2024

  Hello *****, 

  We currently have only 1 open inquiry for you - for Apple Order # W1461036046. The miles for this order is already showing as 'Pending' on your eShopping My Account page. 

  Thank You,

  *******************************
  Sr. Director, ***************** Operations
  
  
  

• Initial Complaint

  Date:05/14/2024

  Type:Sales and Advertising 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 used the American Airlines eshopping portal to buy a dishwasher from Best Buy. I was promised 4300 American Airlines Loyalty points. The portal did not work despite trying multi[le times. The Best Buy clerk told me to buy it over the phone and then share the receipt with American Airlines. I did as much. I am experienced using the eShopping portal and have used it before the dishwasher incident and after the dishwasher incident. That day the portal did not work. I have written American Airlines numerous emails to no avail. AA blames eShopping portal.

  

  Business Response

  Date: 05/15/2024

  Thank you for reaching out here.

  I will review the case we have in our system and follow up there.

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

  Manager, AAdvantage eShopping, Customer Care

• Initial Complaint

  Date:04/17/2024

  Type:Delivery 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.

  On November 21, 2023 I placed an order for three items through the ** shopping portal at Macy's.com. The Order Number is #**********. The miles did not post and after 4 months of repeatedly providing proof etc I finally received miles for ONE of the items. 5 months later and now Cartera is saying "the merchant has informed us that the commission for this order was given to another party (not us), so we cannot pass it back to you in the form of program rewards." How is that possible when I received miles for one of the items and I provided a screenshot showing those miles were awarded to my loyalty program for the 11/21/23 transaction, so it DID track!!! After a lengthy wait and back and forth communication (Inquiry #********), they assured me my case was elevated for review, but since then I have heard nothing back. Despite me asking , they have not provided any proof of this mysterious "other party" that received the commission, or explained why I received miles for one of the items -- this is fraudulent and misleading business practice! Please issue the miles owed to me asap as their omission is preventing me from reaching the 250K award level needed for a $250 flight credit AND two SWUs!! Extremely frustrating.

  

  Business Response

  Date: 04/18/2024

  Thank you for reaching out.  Your case is in my queue for review.

  I will follow up before the end of today, through the case you have open with AAdvantage eShopping.

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

  Manager, ************** AAdvantage eShopping

  Customer Answer

  Date: 04/18/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

  Response merely says they're looking into it.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

  

  Business Response

  Date: 04/22/2024

  We are working on your case today. 

  We will follow up through our ************* system before the end of business today.

  Thanks,

   

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

  Manager, AAdvantage eShopping *************

  Customer Answer

  Date: 04/23/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I received an email from ************* saying they had decided to credit me the miles I'm owed however I've yet receive them so will withhold resolution until they show up on my account - I've been promised actions by Cartera before and they've not come through so my level of trust at this stage is pretty low.  Will update this response once miles are deposited into my AA account.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******