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Business Profile

Employee Benefit Plans

Edenred Commuter Benefits Solutions, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Employee Benefit Plans.

Complaints

Customer Complaints Summary

  • 45 total complaints in the last 3 years.
  • 29 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/02/2025

    Type:Product Issues
    Status:
    Answered
    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.
    For the past 3 months, I've cancelled my benefits my EdenRed Commuter benefits on their website and for the past 3 months I was charged. I've reached out via email . . . no response. I've called in multiple times, attempting to un-elect my benefits, but you can never reach a real person. This week alone I've been on 2 calls waiting to speak to a person before having to end the 40+ minutes. I'm on 3rd call this week - 49mins 41 secs and counting - waiting to speak to someone right now as I'm writing this complaint, still trying to opt out . . . 4 months later than intended!Do not join this company for benefits. They make it a hassle to troubleshoot, seek assistance, or opt out. Not very user friendly, or customer focused, just money hungry based on their quick manner to take your money and making it impossible to talk to a real person/agent (in order to retrieve it).

    Business Response

    Date: 04/08/2025

    We have contacted the customer with a proposed resolution to their complaint

  • Initial Complaint

    Date:03/29/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    For the orders I competed for March and April 2025, I have been told that the orders for my commuter benefits have been fulfilled, but I have not received my commuter bus passes for either of those months despite paying pretax income for them. I am constantly on hold when trying to call and never can get a hold of anyone to follow through. I feel this is very unprofessional and disrespectful to people who just want what they paid for and have no other recourse with their employer for their commuter benefits. I feel no value of using this service when there is no follow through to ensure I have received my benefits and am asking for the pretax income to be refunded.

    Business Response

    Date: 04/08/2025

    Dear *** *******,

    Thank you for bringing your concerns to our attention. We sincerely apologize for the difficulties you have experienced with Edenred services and the challenges in reaching our support team. We understand how frustrating this situation can be.

    Please be assured that we are currently reviewing your claim internally and are committed to finding a prompt resolution to your complaint. Our support team will reach out to you directly with our recommendations.

    We appreciate your patience and understanding, and we apologize for any inconvenience this may have caused.

    Sincerely,

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

    Vice President of Customer Experience

  • Initial Complaint

    Date:03/08/2025

    Type:Sales and Advertising Issues
    Status:
    Answered
    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 to contact **** red for months to close my account. I have left them several messages on their website, emails and called numerous times. Complete silence. They finally answered via email but have yet to follow up after my prompt response, the last contact I had was nearly 6 months ago. I have no way to access my account and no way to get in touch, totally unacceptable.

    Business Response

    Date: 03/10/2025

    Dear Valued Customer:

    A member of our customer care team will be in touch with you as we need additional information in order to locate your participant profile. We will then be able to assist with closing your commuter benefits account. 

    Thank you, 

    Edenred Benefits ************* Team

     

  • Initial Complaint

    Date:03/04/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Edenred offers pre-tax deduction from paychecks at **** that goes to a credit card, and that credit card can be used to pay for parking monthly. The past two months, a total of $664 has been deducted from my paycheck, but when I go to pay, it says "insufficient funds", even though I have the funds. Why does this happen? Who knows. It was working for a while. I am not the only **** employee that has had this happen. When I email Edenred, no response. When I call, I am on hold for over an hour with no answer, no estimated wait time. They are the worst company I have EVER interacted with.

    Business Response

    Date: 04/08/2025

    Dear Valued Customer,

    We are very sorry for the delay in responding.  We are looking into your complaint currently and will respond to you directly with a resolution on your complaint.  Thank you for your patience.

    Best,

    Edenred Customer Service

  • Initial Complaint

    Date:03/04/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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 submitted an order for February 2025 parking reimbursement, which was approved two days after submission. Nearly one month later, I have not been paid the $301.75 that was approved for reimbursement. Normally, reimbursements are paid within one week. I have sent three emails asking for the status of the payment, none of which have been returned. I have also attempted to call customer service, spending nearly one hour on hold with no answer. I am seeking immediate payment of the $301.75 owed to me for parking reimbursement.

    Customer Answer

    Date: 03/17/2025

    I have not heard from the business in response to my complaint. I have attempted to call them multiple times and have sent multiple emails. 

    Business Response

    Date: 03/24/2025

    Dear Valued Customer:

    Thank you for bringing the issue to our attention. A member of the customer care team will be contacting you shortly to review this ticket. 

    Kind regards, 

    Edenred Benefits ************* Team. 

     

     

  • Initial Complaint

    Date:02/12/2025

    Type:Product Issues
    Status:
    Answered
    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.
    Never an answer at ************ Im a professor at ****************. For months Ive been calling and the longest time I waited was 3 hours before giving up. This is really unacceptable.I cant use my card for months as my birthdate seems incorrect. I tried to register the new card online and it didnt work. My benefits office said yes everyone says they cant get through. They said they cant help and that its a horrible company.What do you think I should do, just give up?Thanks.

    Business Response

    Date: 02/12/2025

    Dear ********, 

    Thank you for using commuter benefits. Our sincere apologies for the experience. A member of our customer care team will be reaching out ************************ to review the case and deliver timely resolution. I am creating an escalation for this case, so we will address timely.  

    Thank you, 

    Edenred Benefits

     

  • Initial Complaint

    Date:02/04/2025

    Type:Product Issues
    Status:
    Answered
    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 and have been contributing pre-tax dollars to EdenRed for a parking debit card. For whatever reason, the card(s) have not arrived in the mail. I've tried several times. When I requested an overnight delivery with tracking, I was denied. When I asked for a refund, I was denied. I have asked my local Commuter ************* to follow up with EdenRed and have had no luck. You can verify this with:****** ****** CommuterChoice Staff Assistant ************ EdenRed is slow to respond to my requests, despite having $650 of my money tied up. I would think that my situation would require more urgent resolution, but EdenRed does not seem interested in resolving it other than to ask me to call their phone number again.I would like the debit card that I ordered in August 2024 or a refund. I would prefer the card and do not understand why they cannot ship it with tracking, to an alternate address, or to my company's Commuter************* for me to pick up.

    Business Response

    Date: 02/24/2025

    Dear ******:

    Thank you for reaching out, and sincere apologies you experienced challenges with delivery of your commuter card. I escalated your case, and a member of the Edenred customer care team will be in contact with you directly to review the available options. 

    Thank you for your patience. 

    Edenred Customer Care 

  • Initial Complaint

    Date:01/30/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    $153 were withdrawn from my account and closed the card. When they sent me a new card, the balance was not transferred. I am unable to access my account as the website is not working properly and no one from customer service is answering phone or replying to email.

    Customer Answer

    Date: 02/11/2025

    I have not heard from the business in response to my complaint.

    Business Response

    Date: 02/17/2025

    Dear Valued Customer:

    Thank you for bringing the issue to our attention. A member of the Edenred Benefits ************* Team will be in contact with you shortly to review the issue and offer resolution. 

    Thank you, 

    Edenred Benefits *************

     

     

  • Initial Complaint

    Date:01/17/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Each month I am charged $132 for an Edenred commuter card. The card is valid for a total of 12 months, and is replaced by December 1 of each year. I did not receive my new 12-month card by December 1, 2024. I contacted Edenred about this on December 8, 2024 via email and did not receive a response. After the holidays, I called Edenred on December ******************************************** again. That card never arrived. On December 31 I asked for an Edenred manager to call me, because I am paying for a service that I am not receiving. No one from Edenred ever called me. There is no problem with my mail service. Why do I receive all my mail except for mail sent by Edenred? I suspect it is because Edenred has never mailed anything to me and they are instead pocketing my money. This is theft. If Edenred is indeed mailing the card as they claim, I want it sent with a tracking number to prove it.

    Business Response

    Date: 01/17/2025

    Dear Valued Customer:

    Thank you for using *******************************************. I will have a customer care representative contact you ************************ to review this case and available options to resolve it. 

    Kind regards, 

    Edenred Benefits Customer Care

     

    Customer Answer

    Date: 01/17/2025

    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 have been told by this business in the past that a customer service representative will contact me, but no one ever reaches out. Even when I previously requested via email to speak with a manager or customer service representative, no one from the business reached out to me. 

    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: 01/22/2025

    Dear Valued Customer:

    Per records on file, our Operations Manager, ***** ***, contacted you by phone, and the resolution for the issue had been successfully reached and communicated. Resolution: Edenred sent a replacement pass via priority mail and a reimbursement check for out of pocket expense. 

    Thank you, 

    Edenred Benefits Customer Care. 

  • Initial Complaint

    Date:01/14/2025

    Type:Billing Issues
    Status:
    Answered
    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.
    Signed up for commuter benefits in early October 2024 through workplace. Took more than a month to get the card and when I got it, I found out that none of the money taken out of my checks was added to my account. Then I get an email from them saying my account was going to be deactivated since I was fired from my workplace, which was an obvious lie. So my workplace looked into it and they made me register for an account a second time and had me return the card and it's been almost two months since then and EdenRed never fixed my account, sent me a new card, or even removed my old card from my account. It's now been three months and hundreds of dollars have been taken out of my checks, with no intention to give me the product.

    Business Response

    Date: 01/22/2025

    Dear Valued Customer, 

    Thank you for enrolling in commuter benefits. I shared the summary of your case with product fulfillment team. Upon completion of the research, a member of our customer care team will be in contact ************************ to provide an update on this case and correct the issue, as needed. 

    Warm regards, 

    Edenred Benefits Customer Care

     

Edenred Commuter Benefits Solutions, LLC is NOT a BBB Accredited Business.

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