We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Buying Clubs

cxLoyalty

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Buying Clubs.

Important information

  • Customer Complaint:
    BBB files indicate that this business has a pattern of complaints concerning automatically renewed memberships.  Affinion Group, Inc. markets its services on a one month trial basis. If the customer does not cancel his/her membership by calling a toll-free number prior to the end of the trial period, the business automatically renews the membership and charges, depending upon the program, a monthly or annual fee to the customer's credit card. The membership is automatically renewed on a monthly or yearly basis unless canceled by the customer.  If consumers do not wish to renew their membership, they should make note of the end of the trial period and call prior to it.

Complaints

This profile includes complaints for cxLoyalty's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

cxLoyalty has 132 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    Customer Complaints Summary

    • 77 total complaints in the last 3 years.
    • 13 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/10/2023

      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.
      We originally booked the hotel for 5 nights by redeeming 183,924 points. During check-in, we were dissatisfied with the hotel service and negotiated with the hotel manager to pay for only one night and receive a refund for the remaining 4 unused nights. We were instructed to call ***** Travel Customer Service to speak with the hotel manager, who had already approved the refund for the unused nights. They only required us to pay for the one night that was actually used. However, I was then informed that I needed to wait for two billing cycles to receive the points refund. To my surprise, a few weeks later, I discovered that I had been charged 46,216 points I was unsure about the reason for this charge. Consequently, I contacted ***** Customer Service to discuss the issue with my points. I was transferred to a supervisor who explained that the charge was a penalty fee of $462.16 (which is equivalent to 46,216 points redeemed) for the hotel cancellation and receive the partial refunds of 137,708 points. I never been informed about this charge! This unexpected development caught me off guard, and I questioned whether this was a normal procedure.

      Business Response

      Date: 12/27/2023

      Good afternoon:

       

      We responded to our above mentioned customer's concerns. To protect their privacy, we are not providing you with any details of our resolution. Our customer may use their discretion in sharing our response directly with you.

    • Initial Complaint

      Date:11/07/2023

      Type:Product Issues
      Status:
      Resolved
      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.
      We are unable to redeem our ******* *******. We are a long time ******* ******** customer and they offered us rewards if we signed up for their ******* ********* Credit Card. So we did, earned these rewards for purchases and now we are unable to redeem. We've been trying to do this all year long and still cannot redeem after repeatedly trying to use the website, phone app, letters, and phone calls. They keep sending us emails and texts about redemption amounts and links but they never work. Their excuse is that the system is experiencing a problem, try again later. Can you help us make them honor their offer?

      Customer Answer

      Date: 11/27/2023

      This issue has been resolved. About two weeks after the complaint, the website link finally worked and we were able to redeem our points. Thank you for your assistance.

      Business Response

      Date: 11/27/2023

      We responded to our customer's concerns. To protect their privacy, we are not providing you with any details of our resolution. Our customer may use their discretion in sharing our response directly with you.

    • Initial Complaint

      Date:11/03/2023

      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.
      Aug. 2018 I purchased and a $200.00 warranty for a recliner I purchased at ***** for my Mother. The warranty was not used within the 5 year period so I was entitled to receive a warranty refund. I put in a claim to have my warranty returned to me however I've had to call several times to correct misinformation or lack of information for my refund and was told that the claim was finally updated and accepted and the coupon would be mailed to me. I still have not received it and there's a 30 deadline for the coupon to be used. Warranty sales check # ********. Recliner sales check # ********

      Business Response

      Date: 11/17/2023

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

      Thank you for your recent correspondence regarding Ms. ********* concerns with a recliner that she purchased from ******

      This case was inadvertently sent to us.  Please contact the company directly regarding Ms. ********* complaint.

      We request that your records be corrected to ensure that the above referenced case file is recorded against the appropriate company.

      We apologize for any confusion or inconvenience they may have experienced. 

      Sincerely,
      Trisha J. R********
      Senior Manager

    • Initial Complaint

      Date:10/23/2023

      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 purchased a business class ticket for two to *** **** at $1,379.96 through ***** ****** in October 2022. Due to an issue from ***** ******'s end, I was offered an alternative flight on *** ****** ******* priced at $6,812.76 without any additional charge. In April 2023, a significant schedule change occurred, prompting me to request an involuntary change to a later date. However, during the process of confirming this change in August, a miscommunication with the agent led to the non-issue of new tickets, resulting in a no-show scenario. Upon contacting ***** ******, I was initially offered a refund of $1,379.96 against a cancellation and no-show fee of $800, which I was dissatisfied with and rejected. I talked to a different agent at a later date, who offered a full refund of $6,812.76, for which I agreed to be charged an $800 fee. Despite multiple assurances from various agents and supervisors about the refund of $6,812.76, one month post the refund request, only $1,379.96 has been credited back to my account. Today, a supervisor reverted to the original refund amount, which is unacceptable as it does not align with the agreed refund amount of $6,812.76 as was agreed upon and confirmed in earlier conversations. ***** ****** insisted that the agent did not receive confirmation during the communication regarding the involuntary date change, and therefore bears no responsibility for the non-issuance and the no-show. They have again refused to perform the refund amounting to what the agent explicitly and repeatedly provided. This is apparently a case of double standards and a breach of business integrity. Given that the agent provided an amount, and that I agreed to and paid the cancellation fee, it is an agreement reached and should be adhered to.

      Business Response

      Date: 11/21/2023

      We responded to our customer's concerns. To protect their privacy, we are not providing you with any details of our resolution. Our customer may use their discretion in sharing our response directly with you.

    • Initial Complaint

      Date:10/19/2023

      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.
      On June 15th 2023 we bought two tickets for a ******* *** flight through ***** Travel Rewards portal from ***** to ******, with a 2.5 hour layover in *****. ***** Trip ID *********, ******* ***line confirmation number ******. On July 21st 2023, we were informed that the timing of our *****-****** flight had been changed, such that our layover would be close to 12 hours. This made the flight ticket useless for us, as a 12 hour layover is too long and our onward travels within ****** would be adversely affected. Since then we have reached out to cxloyalty/***** Travel Rewards customer service phone number five times to cancel the ticket and get a full refund. They have so far refused to provide the refund. The customer service representatives keep mentioning that they need to get a waiver from ******* ***lines first before they can cancel the ticket. But after months of trying, they have not been able to get in touch with the airlines. This seems to be a communication issue between the cxloyalty and their airline partners, but for some reason we are being held liable for it. We have also tried to cancel the ticket through ******* ***lines directly as well, but get referred back to cxloyalty/***** since the ticket was bought through them. From our perspective, we are stuck with a ticket that we did not buy and that is unacceptable. We would like a full refund since we cannot use the ticket.

      Business Response

      Date: 11/08/2023

      We responded to our customer's concerns. To protect their privacy, we are not providing you with any details of our resolution. Our customer may use their discretion in sharing our response directly with you.

    • Initial Complaint

      Date:10/10/2023

      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.
      We have tried to contact ***** travel helpline (cxLoyalty) more than 30 times via phone but the concern has not been resolved yet. We have spent many hours over the phone in each call but are still waiting to get our concern resolved. It is regarding getting the refund of the cancelled legs of our flight round trip to India July 17 2023 to Aug 14 2023. Below are more details. We travelled to India from *** on July 17, 2023. Per plan it was expected to be ***-> ***->***->*** on July 17, 2023 and return ***->***->*** (on Aug 14, 2023). However the *** ***** flight ***->*** was delayed significantly (by about 4 hours) and due to that we couldn't go to *** as planned. We talked to the *** ***** counter at Bengaluru and they helped cancel the following legs and asked us to contact you to get the refund of the cancelled legs. 1) *** -> *** (3 passengers on booking reference number ******). Please see attached receipt with note from Bengaluru *** ***** service counter. 2) *** -> *** and *** -> *** (1 passenger on booking reference number ******). Please see attached receipt with note from Bengaluru *** ***** service counter. Please help ud to get refund. Reference Id E-ticket number: ************* E-ticket number: ************* E-ticket number: 0987939024562 E-ticket number: ************** TripId: ********* Ticket id: 504027 PNR #: ******, ****** Amount I paid : USD $7137 Please find attached documents for reference which contains *** ***** confirmation for money to be refunded, itinerary and tickets Please help us to get refund.

    • Initial Complaint

      Date:08/21/2023

      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.
      We did not approve this purchase $124.75 - June 6, 2023 - Credit Card - SALE - Approved - Products: AMT- COMPLETE BENEFITS PACKAGE (*****)

      Business Response

      Date: 12/19/2023

      Good afternoon:

       

      We responded to our above mentioned customer's concerns. To protect their privacy, we are not providing you with any details of our resolution. Our customer may use their discretion in sharing our response directly with you.

       

    • Initial Complaint

      Date:08/08/2023

      Type:Order Issues
      Status:
      Resolved
      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.
      1 I WAS ENROLLED IN *********** FOR $89.99 A YEAR, ENTITLING ME TO 3 EVENTS EACH YEAR. SINCE DECEMBER 18, 2018, WHEN I STARTED, I USED THEM EXACTLY ONCE FOR HELP CHANGING A TIRE IN MY DRIVEWAY. THEN I DROVE TO A********** **, ON JULY 6, 2023 TO VISIT MY SISTER, 76 MILES AWAY FROM *********** WHERE I LIVE AND I HAD OVERHEATING PROBLEMS, GOING AND COMING. GOING THERE IN EXTREMELY HEAVY TRAFFIC, ON TOP OF MY HIDDEN PROBLEM, I OVERHEATED AT THE WAINSCOTT, US POST OFFICE, WHERE I USED A PHONE AND GOT SOME WATER, WHICH ENABLED ME TO GET THERE IN SHORT ORDER, BEING ONLY 8 MILES AWAY. THEN WHEN I LEFT, AT 8:15 PM, WITH A GALLON OF WATER, I ONCE AGAIN WAS IN HEAVY TRAFFIC AND MY CAR STARTED TO HEAT UP AGAIN. I FOOLISHLY THOUGHT THAT ONCE I HIT THE OPEN HIGHWAY, THE CAR WOULD BE OKAY AND COOL DOWN. BUT IT DIDN'T, I ONCE MORE OVERHEATED ON RT. **, 23 MILES AWAY FROM MY SISTER AND 53 MILES AWAY FROM MY HOME. NOW, ALL THE WHILE, I THOUGHT I STILL HAD *********** COVERAGE. SO I CALLED THE 24/7 PHONE NUMBER AND I GIVE THE WOMAN THE MESSAGE AND SHE CANNOT VERIFY MY INFORMATION???????? SHE ASKED FOR MY VEHICLE ID AND OTHER USELESS QUESTIONS. I AM IN TOTAL DARKNESS ON THE SIDE OF THE ROAD. SHE THEN GIVES ME A PHONE NUMBER FOR ATHION WHICH I CALL AND GET.....A VOICEMAIL????? *********** WAS TOTALLY USELESS FOR ME AND A GIGANTIC WASTE OF MY TIME. I WAS ENTITLED TO A TOW OFF RT.** FOR $80.00 AND INSTEAD HAD TO PAY ANOTHER TOW COMPANY $170.00 JUST TO GO 5 MILES. I HAD NO IDEA THAT MY COVERAGE WAS CANCELED ON MAY 3, 2023, BECAUSE I GOT A NEW CREDIT CARD AND IT SISN'T AUTOMATICALLY COVER MY RENEWAL, WHICH I WAS TOLD WOULD HAPPEN, NONETHELESS, DID *********** CALL ME, E-MAIL ME OR MAIL ME A LETTER, SO THAT I COULD RENEW???????????????? NOPE. ZERO-ZILCH-NADA. SO NOW AFTER BEING A CUSTOMER SINCE DECEMBER 2018, USING THEIR SERVICE ONLY ONCE, TO MY HOUSE, EVEN THOUGH I WAS ENTITLED TO 3 CALLS A YEAR. WHEN I NEEDED THIS 24/7 COMPANY, THE MOST, ALL I GOT WAS CRICKETS AND DARKNESS.

    • Initial Complaint

      Date:06/20/2023

      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 booked Trip ID: *********, Flight Confirmation # ****** through ***** Travel (******* ****** ****** ***) which is provided by cxLoyalty, Inc on June 14th 2023. According to the U.S Department of Transportation, customers are allowed to cancel or change their flight free of charge without service fees during this free cancellation period* **************************************************24hour-reservation ******* policy explicitly allows a customer to cancel or change any ticket within this free cancellation / change period which for ******* tickets is until 23:59PM EST the date of the flight booking. I should have had the right to cancel my flight for free within the free cancellation period. However, when attempted multiple times over hours to cancel for free so I could rebook the flight that I actually needed, I was proudly distressed to discover that the "systems were down" and I attempted for hours to cancel or change the ticket through ***** Travel. However, it was impossible and I was NOT ALLOWED to cancel the ticket for free within my rightful 24 hour free cancellation period. I tried for over two hours on the ***** Travel web site to cancel it starting around 20:00PM EST. I am attaching screenshots of the types of errors I encountered. This was NOT a problem on my end. As I tried multiple devices, multiple browsers, and multiple Internet connections. No matter what I tried it didn't work. I was also simultaneously trying to make the free cancellation / change through the ***** app. The same thing with being NOT ALLOWED to make my rightful free change. I was becoming worried that it was close to the deadline so I tried calling ***** Travel on the phone around 23:30PM EST at phone number ###-###-####. I still had 30 minutes to make the necessary free change or cancellation. I was planning to cancel the ticket free of charge and book the "Main Cabin" class ticket instead of the original "Basic Economy."

      Business Response

      Date: 07/05/2023

      June 24, 2023

      RE: Flight going to Portland on July 14, 2023

      Dear Mr. ***** *****:

      Thank you for giving ***** Travel the opportunity to address this matter. We apologize for any inconvenience you've experienced.

      We have completed our investigation and have made the following determination.

      Based on the call recording, we have confirmed that you were advised of a system enhancement and won’t be able to assist you with the cancellation within the 24-hour free cancellation period. Therefore, we have refunded the $199.00 change fee you have paid for rebooking back to your original form of payment.

      Please be advised that refund will take within 7 days to reflect on your account.

      If you have any further questions, please do not hesitate to contact us by dialing ###-###-####. We’re available 24 hours a day, 7 days a week.

       

      Sincerely,
      Reiner B.
      Travel Consultant Supervisor
      ***** Travel

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

      Business Response

      Date: 07/05/2023

      June 24, 2023

      RE: Flight going to Portland on July 14, 2023

      Dear Mr. ***** *****:

      Thank you for giving ***** Travel the opportunity to address this matter. We apologize for any inconvenience you've experienced.

      We have completed our investigation and have made the following determination.

      Based on the call recording, we have confirmed that you were advised of a system enhancement and won’t be able to assist you with the cancellation within the 24-hour free cancellation period. Therefore, we have refunded the $199.00 change fee you have paid for rebooking back to your original form of payment.

      Please be advised that refund will take within 7 days to reflect on your account.

      If you have any further questions, please do not hesitate to contact us by dialing ###-###-####. We’re available 24 hours a day, 7 days a week.

       

      Sincerely,
      Reiner B.
      Travel Consultant Supervisor
      ***** Travel

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

    • Initial Complaint

      Date:06/13/2023

      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.
      This company has been charging my dad's credit card 16.99a month automatically without his permission. I recently started tracking this for him. Who knows how long they been taking this from him. He is a senior, 84yrs old. Shame on this company for taking advantage of seniors. This need to stop and get needs his money refunded We have no idea what this is.

      Business Response

      Date: 06/29/2023

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

      Thank you for your recent correspondence regarding Ms. ******** concerns with canceling her father’s membership.

      We were unable to locate a record for in our databases with the information Ms. ****** provided.  In order to complete a more thorough search, please have Ms. ****** provide her father’s name, address and/or the membership number, which is located in the billing descriptor next to the charge, so I may comply with their request. 

      We apologize for any confusion or inconvenience they may have experienced. 

      Sincerely,
      Trisha J. R********

    cxLoyalty is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.