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:10/29/2024

  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.

  I attempted to pay super cash advance fee, but they continued to give me error messages reading that it dailed to go through - i seen that the payment went through twice on my banks end - meaning it did go through and either duplicated or was charged twice. This is super fault for having a defective system giving out error messages, as well as their customer support representatives ignoring my messages. I demand my $57 back today

  

  Business Response

  Date: 10/31/2024

  Hi ******,
  
  Thank you for bringing this to our attention, and we apologize for the inconvenience youve experienced. 
  
  We understand that you encountered an error when attempting to pay the super cash advance fee, which resulted in a duplicate charge on your bank account. 
  
  Rest assured, our HQ team is actively reviewing your case with the commitment to resolve it swiftly. Your feedback means a lot to us, and we are dedicated to ensuring a positive resolution to address any inconvenience you may have encountered.
  
  Thank you for your patience as we work to resolve this for you, and well keep you updated every step of the way.
  
  

• Initial Complaint

  Date:10/28/2024

  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.

  On 10/22/24 there was a ***** debit from my checking account, and on 10/28/24 there was a ****** debit from my checking account. I also got charged a ***** overdraft fee from my bank because of these unauthorized transactions. I have never done business with this merchant and never given them my debit card and bank information.

  

  Business Response

  Date: 10/30/2024

  Hi ******,
  
  Thanks so much for reaching out! We're here to help make things clear and ensure you have all the information you need.
  
  We see youre enrolled in our Super+ membership, which comes with some fantastic perkslike Cash Advances, Credit Building, and up to 10% Cashback on travel! We always make sure memberships are activated with customer consent, so rest assured, everythings set up with care.
  
  The $1.97 charge you noticed was for your Super+ trial membershipa great way to explore all the benefits at a special rate. The trial gives you access to these perks for a limited time, often free or at a minimal charge. If canceled before the trial ends, there wouldnt be any further charges; since the trial wasnt canceled, the full membership fee began once it concluded.
  
  If you feel Super+ isnt the perfect fit right now, thats totally okay! Your satisfaction is our top priority, and we're happy to help with a refund if you'd like.
  
  Canceling your membership is quick and easy. You can reach our Support team at ***************** or simply use the chat feature in your Super.com App for online cancellation. (Please note that in certain states, local regulations may limit online cancellations.)
  
  For more details, heres a handy article: *****************************************
  
  Hope this clears things up, and feel free to let us know if theres anything more we can do for you!

  Customer Answer

  Date: 10/30/2024

   
  Complaint: 22483004
  
  I am rejecting this response because: I never signed up for any trial membership with super.com or used any services with them, I don't have any super.com app and this is 100% scam and I certainly don't need to cancel a membership I never had or signed up for. The fraudulent charges have already been reported to my bank and I expect a full refund.
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 11/01/2024

  Hi ******,
  
  Thank you for taking the time to share your thoughts with us! We appreciate your understanding regarding the recent cancellation of your Super+ subscription.
  
  At Super.com, we are committed to providing reliable and reputable services. Our company has been recognized in well-known publications, such as the **************** ******, *************** SmarterTravel, and Conde Nast Traveler. Thats why our sign-up process is designed to ensure youre fully informed and in control. As we have previously informed you, we only process charges for services youve actively signed up fortheres no automatic enrollment. Feel free to check out our Terms & Conditions for more details on our Privacy Policy.
  
  While our Super+ membership comes with awesome perks, we understand if its not for you right now. Online cancellation process is available but may vary depending on your state due to regulatory restrictions. No worrieswe're here to guide you every step of the way!
  
  You can easily cancel by calling our friendly Support Team at ***************** (available 8 AM - 9 PM) or through the chat option in your Super.com app.
  Just call our friendly Support team at ***************** (8 AM - 9 PM) or through the chat option in your Super.com app for a convenient online cancellation.
  
  You can check out this link for more details: *****************************************
  
  Hope this clarifies things up!

  Customer Answer

  Date: 11/04/2024

   
  Complaint: 22483004
  
  I am rejecting this response because:As I stated in the last response I rejected, I never signed up for any Super+Subscription, I never heard of Super.com until I seen the fraudulent unauthorized transactions on my bank account. this business doesn't have any service to offer me and you stated in your first response to my complaint that you would fully refund me and I haven't been refunded for the unauthorized transactions, I sent you an email earlier today and I have made it clear that I have no subscription and no reason to call any number to cancel a subscription I never signed up for. I should be compensated for my time being wasted, I expect to be fully refunded like you said you would do and there is no other acceptable outcome.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:10/28/2024

  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.

  My husband is in the hospital fighting for his life; Im not know if I will be planning a funeral soon. Yet the experience I have had with this company has been beyond horrible. My husband was hospitalized and we are unable to make our reservation. I purchased the trip insurance so I requested a refund, I provided the company with the listed Evidence Required; Doctors Note or Medical Certification confirming: The details of the illness or injury. The date it first occurred, That it prevents the person from Attending and, Proof of relationship if the person is not in the Booking. After providing the company with the letter from the medical professional that addressed the required evidence. I was told that I need to disclose my husband DETAIL MEDICAL CONDITIONS. I was in disbelief that this company was requesting this information. I informed them of the ***** Law, I also informed them of Continuity of Care (CoC), I also reiterated the Term and Conditions for Evidence Required as Detail Medical Conditions is not listed as a requirement to receive my full refund. I was then told that because I will not disclose my husband detail medical condition I cannot receive a full refund. I then received an email from ***** informing me that the company will be NICE and give me a partial refund but I dont qualify for anything, due to not disclosing DETAIL MEDICAL CONDITIONS. I provided this company with not one but two letters from medical professionals and they still refused my refund. I have ever email correspondence from this matter, the level unconcerned and lack of empathy is beyond unbelievable.I have worked in the medical field for over twenty years and have never provided a letter with DETAIL MEDICAL CONDITIONS as it is not a requirement to disclose such information to organizations not directly involved in the patients care.

  

  Business Response

  Date: 10/30/2024

  Hi ******,
  
  Thank you for bringing this to our attention. Were wishing your husband a quick and smooth recovery.
  
  Your experience matters to us, and were here to ensure you feel fully supported. We checked our records with the information provided but couldnt locate any associated bookings. Could you please share your reservation ID and the email address used for the booking? You can email us directly at ********************************.
  
  And remember, if you ever need assistance, our *********** is always available:
  *****************************
  
  Were here for you and ready to resolve this quickly!                                              

• Initial Complaint

  Date:10/28/2024

  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 the nomada hostel ********** in a female only room and they booked me into the wrong location and mixed dorm which I NEVER WOULD HAVE BOOKED as I've been sexually assaulted in a mixed dorm. I went to the correct location i had booked and got sent to the other one and no refund or adjustments as they were closed on Sunday. So I was stuck with the wrong location and wrong room. It's crazy

  

  Business Response

  Date: 10/28/2024

  Hey ********,

  Thanks for bringing this to our attention. We understand how frustrating it must be to find yourself in a mixed dorm instead of a female dorm, especially when you had specific plans in mind. We truly apologize for the mix-up with your reservation and any inconvenience it caused. Your comfort and enjoyment are our top priorities, and were committed to resolving this.

  To clarify, your reservation is actually booked and confirmed at ****************** Hostel - Adults Only located at **********************************************************. We understand that you had intended to book this at ************ Hostel-**********, but this is what you have chosen.

  Just a quick note: once a reservation is confirmed on our system, we are unable to make any changes with the details since these are based on what you selected during the booking process. To make things easier next time, we always recommend double-checking your booking detailsdates, location, and room typeand reviewing the cancellation policy for knowing your options.

  Weve looked into your reservation and confirmed that your room type was listed as a female dorm in a shared room with shared bathrooms. It sounds like there may have been an oversight and you were put in a mixed dorm, so weve already looped in our Support Team, who will be reaching out to the accommodation and our travel partner investigate further.

  As a third-party site, we know that unexpected issues can arise beyond our control, but please know our team is dedicated to making your experience as smooth as possible. Well keep you updated as we work on this.

  ?Thank you for your patience as we work to sort this out. Were here for you every step of the way!

• Initial Complaint

  Date:10/24/2024

  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.

  I paid Super.com for a hotel reservation, when I attempted to check-in at the hotel I was advised that the card provided by the booking company (not my card) was denied for insufficient funds. I was forced to leave and find other accomodations. When I contacted Super.com for a refund for the service I was unable to receive due to an error on their end, they refused to refund the monies.

  

  Business Response

  Date: 10/25/2024

  Hi *******,
  
  Thank you for sharing your concerns with us. We understand the challenges you faced with your reservation, and were truly sorry for any inconvenience this may have caused. The travel industry can sometimes bring unexpected surprises, but please know were here to make things right for you.
  
  Your satisfaction is our top priority, and were grateful for your patience as we address this. Our Support team has already reached out to the accommodation and travel partner to look into this thoroughly. Well keep you updated every step of the way and work hard to ensure a positive outcome.
  
  Thanks again for your understanding and for giving us the opportunity to assist you!

  Customer Answer

  Date: 10/26/2024

  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. The business has refunded my monies after confirming with the local business that my reservation was unused. 
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:10/24/2024

  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 travel keeps trying to charge my card $14.99 I have not used them in a year I tried to contact them but they have it to where you can contact them through app I do not want to download app again they are trying to charge my cash app my varo bank account every day 3 times a day I can't find a contact number for them

  

  Business Response

  Date: 10/25/2024

  Hi *****,
  
  Thank you for reaching out! Were here to help clarify any concerns about the recent attempted charge on your account.
  
  We checked our records and noticed you're enrolled in our Super+ membership, which offers amazing benefits like Cash Advances, Credit Building, and up to 10% Cashback on travel. We always ensure clear consent and provide all necessary details during sign-up, so rest assured that every membership is activated with customer consent.
  
  If you feel that Super+ isnt the right fit for you, no problem at all! Your satisfaction is our priority, and wed be happy to assist with a refund.
  
  Canceling your membership is quick and easy, and youre in full control. You can reach our Support team at ***************** or use the chat feature in your Super.com App for a seamless online cancellation. Please note that online cancellations may have some restrictions in specific states due to local regulations.
  
  For more information, please check out this helpful article: *****************************************
  
  We hope this clears things up! Let us know if theres anything else we can do to support you.
  

• Initial Complaint

  Date:10/24/2024

  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 room in a hotel for December and the confirmation number that they provide is wrong I called the hotel and they dont have my reservation. I have been waiting for super.com to provide the confirmation number because they also dont have it. SCAM they took your money and give you a booking reference that dont exist

  

  Business Response

  Date: 10/25/2024

  Hi ********,
  
  Thank you so much for reaching out and sharing your concerns. We truly value your time and want you to know that were here to support you. We are a trusted company, with features in publications such as the **************** ******, *************** SmarterTravel, and Conde Nast Traveler, among others.
  
  When booking through a third party, its common for hotels to confirm internal reservation numbers closer to the check-in date. In the meantime, you can always refer to your reservation using the code B_xxxxxxx, and as your arrival date approaches, the hotel will also be able to provide their Hotel Confirmation Number (HCN).
  
  Please know that while we work closely with our hotel partners, some properties may only make reservation details accessible as the check-in date nears, while others are able to share this information sooner.
  
  We see that you opted to cancel your reservation on Oct. 24, and we processed your refund as requested. You can expect this to reflect in your account within 3-5 business days.
  
  Thank you for your patience and understanding. Were here to help with anything else you may need!

• Initial Complaint

  Date:10/23/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a trip to ******** and made my hotel booking months in advance. A few days before check-in, I contacted the hotel to confirm the booking, but they had no reservation under my name. I then contacted the chat support of Super.com, where they guaranteed 100% that the reservation was made and assured me there would be no issues. To my surprise, on the day of check-in, there was still no reservation. I called Super.com from abroad to try to resolve the issue. In the end, I had to find another hotel last minute, which cost me double the original price. I was assured that the entire cost would be refunded.Surprise number two: they only refund the original amount of the first booking, refusing to cover the additional costs incurred due to their negligence. I am still fighting for a resolution.Update 1: Ive sent multiple emails and have received no response.Update 2: I received a response on October 8, outlining the actions they were supposed to take. It was a perfect response from a corporate email.Update 3: By October 21, after sending several more emails asking for the promised actions to be carried out, *** had no further reply. The customer service is terrible after over a month of fighting. If I receive a satisfactory resolution, I would be open to improving my review.

  

  Business Response

  Date: 10/30/2024

  Dear ******,
  
  Thank you for your patience and understanding regarding the issue you brought to our attention.
  
  We are pleased to inform you that we have successfully issued a refund for the price difference to your ****** account. We apologize for the delay and are glad to have resolved this matter, providing a full refund along with compensation for any inconvenience caused.
  
  If you have further questions or require additional assistance, please do not hesitate to reach out. We are here to help.

  Customer Answer

  Date: 10/30/2024

  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,
  
  ***** Ayneto

• Initial Complaint

  Date:10/22/2024

  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 having trouble redeeming my rewards from their games/tasks for cash program. When I spoke to an agent about it, they told me I was banned but refused to tell me why. I never got an email or notification or anything informing me of this termination. I have over $50 in rewards that I am unable to redeem and I have no idea why I am banned. I have since ended my subscription with them.

  

  Business Response

  Date: 10/25/2024

  Hi *****,
  
  Thanks for sharing your concerns with us.  We understand your concerns about not being able to redeem your rewards.
  
  After a thorough review, we found that your participation in the cash rewards and cashback program was terminated due to violations of our terms and conditions. You can find more details at ***************************************************************** in the "Termination" section
  
  Just a quick note: any remaining rewards will no longer be available for redemption and have no cash value. This is a permanent decision and cannot be reversed.
  
  For further assistance, please call our Support team at +1 ************** (8 AM - 7 PM) or use the chat feature in your Super.com App for a convenient online cancellation. Note that the option for online cancellations may vary depending on your state.
  For more info, please check this article: *****************************************
  We hope this clarification addresses any doubts or concerns you may have had.

  Customer Answer

  Date: 10/26/2024

   
  Complaint: 22461865
  
  I am rejecting this response because:
  
  I still have not been told which part of the terms and conditions I have violated, which was my original problem. I would like to know what specifically I have been banned for. 
  
  Sincerely,
  
  ***** *********

  

  Business Response

  Date: 10/30/2024

  Hi *****,
  
  Thank you for reaching out and sharing your concerns. We understand how important it is for you to redeem your rewards and appreciate your patience as we've worked to resolve this issue.
  
  We checked our records and our Support worked on your case. After further investigation with our partner, we have been informed that your account has been restricted due to non-compliance with certain regulations, and as a result, it is now blocked from any further activities. Unfortunately, this decision is beyond our control and cannot be reversed on our end.
  
  You can find more details at ***************************************************************** in the "Termination" section
  
  For further assistance, please call our Support team at +1 ************** (8 AM - 7 PM) or use the chat feature in your Super.com App. 
  
  We hope we have clarified your doubts and concerns.

• Initial Complaint

  Date:10/22/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a hotel with Super.com and paid $1161.95 up front. The refund policy was that the booking was fully refundable until Dec 17, 2024. I requested a refund on Oct 13th and on Oct 14th Super.com attempted to refund the money to my *********** MasterCard ending in 3209. However, I had already cancelled my *********** MasterCard before this date so the refund was voided. Super.com themselves sent me proof that the refund was voided and has no proof of a successful refund. They simply say their company policy is that it's been refunded already and I should talk to ***********. I spoke with *********** and obviously they rejected the refund so they do not have the refund either. I have uploaded two documents from Super.com. One showing I paid up front and the other showing that the refund was voided on Oct 14th when they tried. Also attached is the company of the reservation email that states the refund policy.

  

  Business Response

  Date: 10/23/2024

  Dear *******,
  
  Thank you for bringing your concern to our attention. We understand that your reservation was cancelled within the refundable period, and that you were expecting a refund.
  
  We would like to clarify the situation. When you cancel your reservation, the transaction for this reservation is voided. This means that the payment was canceled before it was fully processed. It is as if the transaction never happened, and no money is taken from the account.
  
  Please be reminded that a refund cannot be voided. A voided transaction stops the payment from completing, while a refund happens after the payment has been processed. 
  
  Rest assured, your booking was cancelled on October 13, and no charge was made to your card for this reservation. We recommend that you reach out to your bank to confirm that no transaction was completed on their end.
  
  We hope this clarifies your concerns. Please feel free to reach out if you have any further questions.

  Customer Answer

  Date: 10/23/2024

   
  Complaint: 22457977
  
  I am rejecting this response because:

  I spoke with *********** and they confirmed I was charged. I can also still see the charge on my online *********** account and it says it was posted August 28th,2024. They also confirmed that a refund was attempted but they rejected because the credit card was closed. This means you guys did try to refund me but I didn't receive it.

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

  

  Business Response

  Date: 10/26/2024

  Hey *******,

  We understand youre still waiting for your refund, and were here to help!

  As we mentioned before, your reservation was successfully canceled on October 13, 2024, and the automatic refund was processed on the same date. We understand that your bank has rejected the original refund attempt due to your card being closed, but weve processed the refund again on our end. You should see it reflected in your account within 3-5 business days, depending on your bank's processing times.

  It's important to note that that refunds can only be processed to the original payment method used at booking, as we are unable to process it to a different card. To ensure the refund is successfully applied, we highly recommend coordinating with your bank directly, as theyll be able to assist further with receiving funds on your card.

  We hope this clears things up! Dont hesitate to reach out if you have any further questionswere here to help.