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:12/02/2024

  Type:Billing 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.

  Since January 2024 the company Super.com has charged my Discover credit card $14.99 a month for a membership that I never signed up. I noted the charges in the November 2024 bank statement.

  

  Business Response

  Date: 12/03/2024

  Hi *****,
  
  Thanks so much for reaching out and sharing your concerns with us! It seems there might have been a mix-up with your Super+ Membership sign-up, and we're here to get things sorted out for you.
  
  At Super.com, transparency is at the heart of what we do! Our Super+ membership sign-up process ensures that enrollments are only confirmed with your explicit consent. Plus, we follow the highest payment security standards (PCI Compliant) to make sure you're only ever charged for services youve agreed to. Rest assured, there are no automatic sign-*** here! For more details, you can always check out our Terms & Conditions.
  
  With Super, you get amazing benefits like Cash Advance, Credit Building, and up to 10% cashback on travel. But if youve decided its not the right fit, no worrieswere happy to help with a refund because your satisfaction is super important to us!
  
  After reviewing your account, were glad to confirm that your membership was successfully canceled on December 2, 2024. You wont see any further charges moving forward.
  
  If you have any other questions or need further assistance, our friendly Support Team is here to help every step of the way. Feel free to give us a call at +1 ************** (8 AM9 PM) or use the chat feature in your Super.com app to connect with us.
  
  We hope this clears things up! Let us know if theres anything else we can do for youwere always happy to help.

  Customer Answer

  Date: 12/04/2024

   
  Complaint: 22628176
  
  I am rejecting this response because:
  I trusted the company when I booked a hotel room using their website on January 16, 2024. However, I never expected that they would use my credit card number without authorization to enroll me in a subscription I never signed up for, not even a trial period. Their claim that customers are explicitly informed about signing up for this membership is untrue. At best, it is misleading; at worst, it could be considered intentional fraud. This is not how a reputable business should operate. 
  
  These issues represent PCI violations, and I reserve the right to report them to the Payment Card Industry ************************** (PCI-SSC) and the ***, as they seem similar to fraudulent transactions or scams reported by many individuals to the Better Business Bureau (BBB).
  
  As of November 26, 2024, they have fraudulently charged my credit card 11 times for $14.99 each, starting January 26, 2024. I have already contacted the credit card issuer to block future charges and expect a full refund.
  Sincerely,
  
  ***** ****

  

  Business Response

  Date: 12/05/2024

  Hi *****,
  
  We're proud to be recognized by trusted outlets like the ***************, ******, the *************** SmarterTravel, and Cond Nast Traveler. Our commitment to delivering excellent, reliable service is at the core of everything we do. You can learn more about our values here: super.com/press.
  
  Rest assured, we do not automatically sign up any users. It's possible that the sign-up occurred unintentionally during the reservation process. We take your security seriously and are fully compliant with the ************************** Security Standards (PCI Compliant). We only process charges for services you've explicitly agreed to, and you can review all details in our Terms & Conditions.
  
  Were happy to confirm that your membership was successfully canceled on December 2, 2024, and you wont see any further charges.
  
  If you need assistance with the refund or have any questions, our support team is ready to help. Feel free to reach us at ***************** (were available from 8 AM to 9 PM) or chat with us directly on the Super.com appwhichever is most convenient for you!
  
  Thank you for your understanding and cooperation. Were always working to improve and make your experience even better!

• Initial Complaint

  Date:12/02/2024

  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 booked a reservation through super.com unknowingly they were charging me membership costs. These membership cost I found in which I contacted them and they did refund however I arrived at the hotel. I booked through them on November 22 to find the hotel not safe dirty and people were actually living at that hotel instead of staying there. They gave me a room that smelled like dog pee, as well as stained couches and dirty floors. I spoke with the front desk in which they did cancel my room that night, and I do have verified information from them that it was canceled. However super.com will not refund my money. They are keeping my money despite circumstances I even had to book another hotel that night after traveling 16 hours.. I had two small children with me and it was unsafe conditions. I went above and beyond to get all the necessary documentation as well as explain this to super.com and they refuse to refund my money I have now turned to the Better Business Bureau for help. This company is a scam and they continue to take money from people. I reviewed the numerous complaints on the Better Business Bureau yet. Nothing seems to get done. It’s the same response over and over please take action against this company. Attached is proof from the hotel. I did not stay there. They were even willing to be contacted to let them know that. The other document is from ****** where I had to get another hotel that night and that receipt is attached as well.

  

  Business Response

  Date: 12/03/2024

  Hi Ashley,
  
  Thank you so much for reaching out and sharing your concerns with us. We truly value the chance to make things right for you!
  
  At Super.com, we’re committed to being upfront and transparent in everything we do, which is why we’re proud to have been recognized by trusted names like th* ********* ****** ******* *** *** *** **** *****. Our Super+ membership process reflects those values—it’s designed to be simple, clear, and completely transparent, with no automatic sign-ups. Plus, we follow the highest standards in payment security (PCI Compliant), so you can always feel safe with us.
  
  While Super+ membership offers amazing benefits like Cash Advance, Credit Building, and up to 10% Cashback on travel, we completely understand that it might not be the right fit for you right now. No problem at all! Your membership was canceled and refunded on November 25, 2024, so you’re all set—there won’t be any more charges.
  
  About your reservation, we appreciate you bringing attention to the recent experience you had with the property. Our goal is always to make booking travel as seamless as possible. Since we act as a third-party booking service, we work to connect you with accommodations, but some aspects—like hotel amenities and services—are managed directly by the properties.
  
  We understand you’ve started the chargeback process with your bank, which means they’ll now be the primary point of contact for updates. Behind the scenes, our Chargeback team is already gathering the necessary documentation to support your case during mediation. If there’s anything more we can provide to help with the process, just let us know—we’ll be happy to assist!
  
  Thanks again for your patience. If you have any other questions or need more help, we’re always here for you.

  Customer Answer

  Date: 12/03/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Super.com has not refunded my money. 

  
  
  
  Sincerely,
  
  
  
  Ashley D******

  

  Business Response

  Date: 12/05/2024

  Hi Asheley, 
  
  As we informed you before, you initiated a dispute with your bank, and as a result, it's imperative that all further communication regarding this matter goes through your card processor.
  
  We apologize for the challenges you've encountered, and we've ensured that our dedicated Chargeback team is aware of your case since you're seeking a resolution. However, please be aware that the mediation process must be exclusively handled through the dispute you filed with your bank.  
  
  We hope this explanation clarifies the situation.

  Customer Answer

  Date: 12/05/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I have filed a complaint with ****** which states that super.com will not refund my money. They have advised me to file a complaint with ****** credit through ********* ********* because the business is refusing to refund my money. Currently, this is my second claim now with this business because of the refusal to cooperate.
  
  
  
  Sincerely,
  
  
  
  Ashley D******

• Initial Complaint

  Date:12/02/2024

  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.

  Complaint Against Super.com for Fraudulent Practices
  
  To Whom It May Concern,
  
  I am writing to file a formal complaint against Suprr.com regarding what I believe to be fraudulent business practices.
  
  On October 24, 2024, I signed up for their Super Plus membership, which promised the opportunity to play games and earn money. According to their terms, it would take 35 days for a card to be made available for cashing out earnings. However, the experience I have had since signing up has been deeply concerning and unacceptable.
  
  1. Unauthorized Charges:
  
  15 days after signing up, I was charged $15.
  
  Another $15 was charged 30 days after that, despite my not authorizing these payments or receiving the promised service.
  
  
  
  2. Failure to Deliver Promised Service:
  
  I was informed I would need to wait until November 22, 2024, for the card to cash out my earnings.
  
  On November 22, I was informed that the cards were still unavailable, effectively preventing me from accessing my earnings.
  
  
  
  3. Poor Customer Service:
  
  I attempted to resolve the issue by contacting customer service. However, three separate agents disconnected when I requested a refund for unauthorized payments and asked for my earnings to be paid out.
  
  
  
  4. Unreasonable Resolution:
  
  I was told I could get a refund for one payment but would need to continue paying $15 per month until the card became available to access my payout. This is not a reasonable resolution, as I should not have to pay additional fees for services I never received.
  
  
  
  
  Ultimately, I had no choice but to cancel the membership, resulting in a complete loss of both the payments I made and my earnings.
  
  This experience has left me feeling deceived and frustrated. I believe Super.com is engaging in fraudulent practices by failing to deliver on their promises, charging unauthorized fees, and providing inadequate customer service. I urge the BBB to investigate this company and take appropriate action to prevent others from falling victim.

  

  Business Response

  Date: 12/03/2024

  Hi Dwayne,
  
  Thank you for sharing your recent experience with our Support team. Your feedback is invaluable to us, as it guides our continual improvement and growth. We understand you might have reservations about our services, but we can assure our credibility is affirmed by our features in many reputable publications.
  
  As a company recognized by respected outlets like the ********* *****, ******, the *** **** *****, ************** and ***** **** ********, we pride ourselves on providing reliable and top-notch services. Learn more about our values and commitment to excellence here: ***************.
  
  Regarding the Super.com Card, please know that we’ve temporarily paused issuing cards as of October 16 to work on some exciting improvements. We’re expecting to relaunch the cards in the next few months, so stay tuned for updates! 
  
  Here’s the great news: earning rewards isn’t just for Super+ members! All Super.com customers can join in the fun and earn money through games, surveys, and tasks.
  And don’t worry if you don’t have a Super Pay card—you can still redeem your credits by booking directly through Super.com. Super+ membership just adds extra perks like Cash Advance, Credit Building, and up to 10% Cashback on travel, but it’s totally optional!
  
  According to our records, your membership was already canceled on December 2, 2024, so rest assured—you won’t be charged again! If you need help with the refund, our friendly Support team is just a call away at +* ***** ******** (8 AM - 9 PM), or you can use the chat feature in your Super.com App. For more info, check out our Help Center here: *****************************
  
  We hope this clears things up and remember—we’re always here if you need anything else!

• Initial Complaint

  Date:12/01/2024

  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 paid super.com $158.55 on Nov 4, 2024, to book a room at the **** ******* **** in Grand Rapids, MN, for November 8, 2024, for one night. I checked in as usual. They had me listed at the front desk. Now my credit card has two charges: one to super.com for the above amount and one to the hotel for $200.46. I have spent the last hour chatting with super.com and speaking on the phone to a real agent. They gave me a URL link where I could submit my invoice to them, but the link ID states: 'the site cannot be reached.' They have not answered my new chat. I believe super.com did not pay the hotel so now the hotel wants me to pay them. I would like super.com to honor my booking with them. They can get rid of the hotel charge for me at their end.

  

  Business Response

  Date: 12/02/2024

  Hi Patricia,
  
  We acknowledge the difficulties you encountered with your reservation, and we sincerely apologize for any inconvenience caused. We take these matters seriously and assure you that integrity and transparency are at the core of our services.
  
  The travel industry is dynamic, and unforeseen circumstances beyond our control may occasionally arise as a third-party booking platform. Despite these challenges, we are committed to minimizing any negative impact on our valued customers.
  
  Our primary goal is to ensure the satisfaction of every customer, and we appreciate your patience and understanding. To address this issue, our Support team has been notified and will initiate contact with the accommodation and travel partner to thoroughly investigate the matter. Rest assured, we will keep you informed and work diligently to resolve this situation to your satisfaction.
  
  We appreciate your understanding in this matter.

  Customer Answer

  Date: 12/02/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  Sincerely,
  
  
  
  Patricia B*****

• Initial Complaint

  Date:11/30/2024

  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.

  Oct ******* $1.97 Oct ******* $15.00 November 29, 2024 $15.00 On multiple occasions Ive been charged by Super Super for something that I never signed up for I am unsure why they keep charging me and even how they got my account number.

  

  Business Response

  Date: 12/01/2024

  Hey *********,
  
  Thanks for reaching out and sharing your concerns! It sounds like there might have been a mix-up with your Super+ Membership sign-up, and were here to help sort things out for you.
  
  Transparency is our priority here at Super.com! Our Super+ membership sign-up process guarantees that all enrollments are only confirmed with your explicit consent. We adhere to the highest payment security standards (PCI Compliant) to ensure that charges are only processed for services youve agreed to. There are no automatic sign-*** here! You can refer to our Terms & Conditions for all the details.
  
  The $1.97 charge you mentioned is for a Super+ trial membership, a promotional offer that lets you enjoy all the perks for a limited timeeither free or at a minimal price. If the trial isn't canceled, the full membership fee will apply once the trial period ends.
  
  With Super+, you get awesome benefits like Cash Advance, Credit Building, and up to 10% cashback on travel. But if youve decided its not for you, wed be more than happy to assist with a refundyour satisfaction is our top priority!
  
  A quick note: online cancellation options may vary depending on your state due to local regulations. No worries, thoughwere here to help every step of the way. You can reach us by phone at ***************** from 8 AM to 9 PM or via the chat feature in your Super.com App.
  
  Check this article for more details: *****************************************
  
  We hope this clears things up! Feel free to reach out if you need anything elsewere always here to help.

  Customer Answer

  Date: 12/01/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ********* ***********

• Initial Complaint

  Date:11/28/2024

  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.

  Super.com is violating FTC rules. The ************************ has a final click-to-cancel rule that requires sellers to make it as easy for consumers to cancel their enrollment as it was to sign up. The Super.com process requires you to call to cancel, despite the fact that you can sign up through the app and website. It was a recurring subscription and it gave me no notice that it was a recurring subscription.

  

  Business Response

  Date: 11/29/2024

  Hi Ariana,
  
  Thank you for sharing your feedback with us! We appreciate hearing about your experience, and were always here to help make managing your subscriptions as smooth as possible.
  
  At Super.com, we prioritize transparency and make sure everything is clearly explained upfront about our offers. We only process charges for services youve agreed to, and sign-ups are confirmed with your clear consentno surprises here! As outlined in our Terms & Conditions, your Super+ membership renews automatically unless canceled, with fees charged to your linked payment method.
  
  Our Super+ membership offers some great benefits like Cash Advance, Credit Building, and up to 10% Cashback on travel. Whether you decide to keep enjoying these benefits or opt to cancel, were here to support you every step of the way.
  
  To clarify, online membership cancellation is available but varies by state due to specific regulatory restrictions. We know this may not always be the most convenient, but were continuously working on making the process even easier.
  
  After reviewing your account, we can confirm that your membership was successfully canceled on November 28, 2024, so you wont see any further charges related to it.
  
  Were sorry to see you go but hope to welcome you back in the future if you decide to give Super+ another try! Dont hesitate to reach out if you have any other questions or need further helpwere always here for you!

• Initial Complaint

  Date:11/27/2024

  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 have been charged $15 earlier this year and $30 today, I have no idea why as I have signed up for nothing and received nothing. I am asking for a complete refund as I dont have clue who this company is and they are illegally taking payments out of my bank account.

  

  Business Response

  Date: 11/29/2024

  Hi *****,
  
  At Super.com, were all about transparency and integrity, something thats been recognized by top publications like the **************** ******, and the *************** It seems like there may have been some confusion with your membership sign-up, and were here to help clear things up for you.
  
  Rest assured, we only charge for services youve actively signed up for, and we always make sure memberships are confirmed with your clear consentno hidden fees or automatic enrollments.
  
  Our Super+ membership offers great perks like Cash Advance, Credit Building, and up to 10% Cashback on travel, but were here to support you in whatever you decide. Whether youd like to continue enjoying these benefits or need help with cancellation, weve got you covered!
  
  Please note that cancellation options may vary depending on your state due to some regulations, but no worriesour Support Team is ready and happy to assist you every step of the way.
  
  We couldnt find any account using the email address and phone number you provided. Please double-check the information and feel free to reach out to our Support Team at +1 ************** (8 AM - 9 PM) or use the chat feature in your Super.com App for further assistance.
  
  You can check this article for more info: *****************************************
  
  We hope this clears things up, and were always here to help!

• Initial Complaint

  Date:11/27/2024

  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 book a room through this company on Nov 2nd in ****** *******. Upon check it it took them 5 rooms before finding a clean one. It was nasty the head housekeeper told me they was going to discount my room if not refund the money but I wouldnt be charge. Well upon check out they say nothing they can do gave me a slip told me they charge me nothing yet Im still charge. All Im told is I have to get my money back from this company. Then they keep charging me a membership I have called them after trying online and told them cancel everything. This is whole website feels like a scam because they dont want to give you the money back they dont want to cancel The membership after several attempts. I would like my stay adjust as stated from **** **** of housekeeping and my membership fee refunded as I have cancel and and canceled it.

  

  Business Response

  Date: 11/29/2024

  Hi *******,
  
  Thank you for bringing your recent reservation to our attention! We truly appreciate your feedback and are committed to ensuring your experience is as seamless and enjoyable as possible. As a reputable company featured in the **************** ******, and the *************** we pride ourselves on our credibility and commitment to our customers.
  
  As your trusted third-party booking service, our goal is to make your reservations hassle-free. While we help connect you with fantastic accommodations, we kindly note that we're not responsible for hotel's standards, amenities, and environment as these are managed directly by the property.
  
  That said, your satisfaction is our top priority. Our dedicated Support Team is already on the case! Theyre working closely with the accommodation and our travel partner to find the best resolution for you.
  
  Regarding your membership, it seems there may have been a mix-up with your sign-up, but no worrieswere here to help! At Super.com, we value transparency and make sure all offers are clearly explained upfront. Youll only be charged for services youve agreed to, and we confirm all sign-*** with your clear consent, so there are no surprises.
  
  Upon review, we found no record of cancellation attempts for your membership, which is why it remains active. Rest assured, once a membership is successfully canceled, youll receive a confirmation, and no further charges will be made.
  
  Our Super+ membership offers great perks like Cash Advance, Credit Building, and up to 10% Cashback on travel, but were happy to support you no matter what you choose. Whether youd like to keep enjoying these benefits or need help with cancellation, were here for you!
  
  Please note that cancellation options may vary depending on your state due to some regulations, but no worriesour Support Team is ready and happy to assist you every step of the way. You can connect with us via phone call: +1 ************** (8 AM - 9 PM) or simply use the chat feature in your Super.com app.
  
  We hope this clears things up! Let us know how else we can assistwere always here to help.

  Customer Answer

  Date: 11/29/2024

   
  Complaint: 22613110
  
  I am rejecting this response because: I was told by the company that the refund/adjustment has to come from being a third party. Can you please give me a number so I can give it to the manager for them to contact.Because it should not be that hard and I shouldnt have to call you offer the cancel button on your page and I went through the steps so why do I still need to call.

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

  

  Business Response

  Date: 12/05/2024

  Hi *******, 
  
  We truly appreciate you taking the time, and were committed to making your experience as smooth and enjoyable as possible.
  
  As we mentioned earlier, as a third-party booking service, our role is to connect you with accommodations and simplify the booking process. While we facilitate your reservation, the standards, amenities, and guest experiences at the hotel are managed directly by the accommodation.
  
  That said, your satisfaction is incredibly important to us, and our Support Team is actively working with both the accommodation and our travel partner to resolve your concerns as quickly and effectively as possible. We want to ensure you have the best possible experience.
  
  Regarding your membership cancellation, we understand that the online cancellation process can sometimes be a bit tricky due to varying regulations by state. But dont worry, were here for you! Our Support Team is ready to assist you every step of the way. You can reach us by phone at ***************** (available 8 AM - 9 PM) or simply connect with us through the chat feature in your Super.com app.
  
  We truly appreciate your patience, and were grateful for your understanding as we work on this. Thanks again for trusting us, and were here to make this right for you!

• Initial Complaint

  Date:11/27/2024

  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 booked a hotel room last month and got auto signed up for Super+ to get cash back, only to find out that they would lock my cash back until two weeks after my checkout date and then require my social to get access to my cash back, it didn’t say it would cost anything that month and then would charge $15 a month after. Everytime I would open the app it would say the super card is a few days away and then I’d be able to use my cash back, but a month later and it’s still not available. The whole time super super is attempting to charge me $15. It stopped attempting for a little bit but then today it tried to charge $5, $8, and $30 with no explanation or authorization. The first month should have been free then the next month ended up getting auto paid with the cash back so it doesn’t make sense why it’s charging $30. It’s only been barely 2 months so even if the first month wasn’t free, even though it said nothing about charging me for super+, it shouldn’t be trying to charge $30 and at most would charge $15. But a stacked membership fee still doesn’t explain the $5 and $8 charges. I attempted to check my account details to turn of recurring billing or do anything but they make you contact customer service to do any of that so I contacted customer service and they did nothing to help and wouldn’t give me any information. The customer service representatives resolution was just for me to contact my bank.

  

  Business Response

  Date: 11/28/2024

  Hi Ryan,
  
  Thank you for voicing your concern. We truly value your trust and want to assure you that integrity and transparency are at the heart of everything we do.
  
  It seems there may have been some confusion regarding your Super+ membership, and we're here to make things right. We want to clarify that charges are processed only for services you've explicitly signed up for, and memberships are confirmed only with your clear consent—no surprises and no automatic enrollments. The $30 charge attempt reflects two months of membership fees, as the membership is $15 per month. The $5 and $8 charges you noticed were related to your bill, which is now due.
  
  For your cashback, once a transaction posts to your Super deposit account, the cashback becomes available to use. For Super Travel purchases, cashback will post either 30 days from the transaction date or on your check-in date—whichever comes later. It looks like your credits are already available in your account!
  
  Regarding the Super.com Card, we’ve temporarily paused issuing cards as of October 16 to work on some exciting improvements. We’re expecting to relaunch the cards in the next few months, so stay tuned for updates!
  
  If you need further assistance, our support team is always happy to help. Feel free to reach out during business hours (Monday to Friday, 8 AM–9 PM EST) by calling us at ** ***** ******** or using the chat feature in your Super.com app.
  
  We hope this clears things up! Let us know if there’s anything else we can do for you—we’re always here to help.

• Initial Complaint

  Date:11/26/2024

  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 was looking for a hotel back in September and came across super.com for an allege great deal. However little did I know that they signed me up for a monthly subscription per month without my consent and when I arrived to the hotel they told me that since I was 20 minutes late my hotel was voided. Apparently, the hotel have a disclosure that states check in must be done by 3:00 AM. Yet Super.com failed to share that information with me. The hotel has issued me almost a full refund yet super.com keep stating the hotel has refused a refund.

  

  Business Response

  Date: 11/28/2024

  Hi *******,
  
  Thank you so much for sharing your concerns with us. We genuinely appreciate your feedback and want to assure you that integrity and transparency remain central to everything we do.
  
  We understand that travel plans can sometimes be unpredictable, and we're here to help clarify any questions. To assist you further, we'd like to highlight that check-in and check-out times are always displayed on our website. On Super.com, this information can be found in the "About" section of the hotel card, within the terms and conditions, and also in the confirmation email you received at the time of booking.
  
  In situations where the hotel enforces its guest policies, its important to note that they have the final say on these decisions. Unfortunately, we are unable to override their policies, but we encourage you to reach out to the hotel management directly if you have any further concerns.
  
  Regarding your booking, since the reservation was outside the ***** period for cancellations, any changes or cancellations are subject to the hotels discretion. Both the hotel and our travel partner have informed us that a penalty-free cancellation isnt possible in this case, so charges will apply as per the original booking terms.
  
  As for your membership, it seems that it may have been signed up for during the reservation process. Please rest assured that our sign-up process requires clear consent and cannot enroll anyone automatically. However, were happy to confirm that your membership was already canceled and refunded on November 21, 2024. You wont see any further charges for it.
  
  We hope this clears everything up for you! If you have any additional questions or need further assistance, please dont hesitate to reach out. Were here to help in any way we can.
  
  

  Customer Answer

  Date: 11/29/2024

   
  Complaint: 22610358
  
  I am rejecting this response because:

  ****** did agree to a refund and theres about a 20% fee that they couldnt refund me but advised me to ask super.com to honor the refund. In addition, why is the sign in disclosure to difficult for you guys to properly disclose? I couldnt even find it. And I was deceived enrolled in a membership because I never enrolled myself in one. Your marketing material and conning and deceptive  

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

  

  Business Response

  Date: 12/05/2024

  Hi *******,
  
  Thank you for reaching out again! We truly appreciate your patience and want to reassure you that we're here to support you every step of the way.
  
  As we mentioned earlier, our Super+ membership process is designed with transparency and your consent in mind, ensuring that enrollments are only confirmed when youve explicitly opted in. We also follow the highest payment security standards (PCI Compliant) to keep your transactions safe and secure.
  
  Regarding your booking, we want to emphasize that our Support Team worked hard to negotiate a refund with both the hotel and our travel partner. While we made every effort to secure a complimentary cancellation, the hotels Manager **** wasnt able to approve the refund.
  
  We truly appreciate your understanding and are always here to help if you have any further questions or concerns. Feel free to reach out anytimewere happy to assist!