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:10/21/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Dec 20. 2023 I reserved 5 nights at ************ through Super.com. In accordance with their policies, I cancelled within the allowable timeframe. I received a cancellation notice from them (attached) saying I would be refunded through ****** back to my credit **** used (my chase **** was charged $2601.87 by them - see attachment). I never received a refund. I emailed them to follow up and never received a reply.

  

  Business Response

  Date: 10/22/2024

  Hi *****,

  We appreciate you bringing this to our attention, and we understand that you have concerns about your refund for your B_12421193 booking. We're here to help and ensure everything is resolved to your satisfaction.

  After conducting a thorough review, we confirmed that your booking was successfully canceled on September 17, 2024, and a refund was issued to your original payment method. However, it seems the automatic refund was declined by your card processor, which is why it didnt go through successfully.

  No worriesweve already reprocessed your refund to your original payment method ********* It usually takes 3-5 business days to process, depending on your bank. Kindly check the enclosed receipt for reference.

  Also, please know that we checked into your concern about not receiving a reply when you made a follow up. After looking into it, we didn't find any communication from the email address you provided. Remember, our 24/7 support team is here to help whenever you need it! Feel free to contact us via live chat, phone at *****************, or email at ********************************.

  We sincerely apologize for any inconvenience this may have caused you, and we appreciate your patience as we work to make things right. We look forward to serving you again in the future!

• Initial Complaint

  Date:10/21/2024

  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.

  10/18 I booked a room thru the app under the impression I was in my account. The app allow me to move forward without offering me the options that I should've been given. Once discovered I reached out to get the issue resolved and was not sucessful at all for days to speak to a supervisor and was also told one would call me back but never did. They did this to me once before and was able to fix it, I thought the problem was solved but wasnt and now since I am currently staying in the hotel they refuse to correct the problem, forcing me to the charges when they were not avail. immediately to resolve the issue.

  

  Business Response

  Date: 10/22/2024

  Hi *********,
  
  Thank you for reaching out and sharing your concerns! We understand that you wish to receive the cashback for your recent booking as you were unable to utilize the benefits of being a Super + member, and we're here to help! 
  
  After conducting a thorough review, it appears your recent reservation from October 18, 2024, was under a phone number linked to a canceled membership. While we cant transfer or link a reservation that has already been confirmed from one membership account to another, please know that one of our supervisors issued a one-time courtesy credit to your account on September 20, 2024, for a similar issue.
  
  As a valued member, weve also gone ahead and issued the cashback for your recent booking. Kindly refer to the email sent by one of our supervisors for more details
  To make sure you enjoy all the benefits of your active membership in the future, we kindly remind you to ensure that you are logged in to your active membership account before making a reservation. This way, all your cashback rewards from your successful bookings will go directly to your Super Account.
  
  We hope this clears things up! We're truly appreciate your loyalty and want you to know how much we value you as a member.
  
  If you have any more questions or need further assistance, dont hesitate to reach outwere here to help!

• Initial Complaint

  Date:10/16/2024

  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 signed up for a cash advance on super.com and they ended up reporting I had opened a credit card with a $5,000 limit. This has negatively impacted my credit score and I at no time opened the credit card or was notified I had opened the credit card. I also at no time had access to a credit card from them,

  

  Business Response

  Date: 10/20/2024

  Hey ******,
  
  Thanks for sharing your concerns with us! It looks like there may have been a ****** ***-up with your Super Card sign-up, and we're here to help get it sorted out!
  
  At Super.com, were all about transparency, and we make sure everything is laid out clearly, including the card details, program info, and credit limit in the Terms and Conditions during sign-up. We always strive to provide you with all the necessary information upfront before you join, ensuring clear consent is given to avoid any surprises! Please note that we cannot automatically sign everyone up.
  
  Just a quick note: if eligible, your cash advance will go into your Super deposit account. Once you have the funds, you can use your Super Card anywhere ********** is acceptedonline or in-store! You can even add it to your digital wallet (Apple Pay, GPay, or ******* Pay) for convenience.
  
  The Super Card is a secured credit card, which operates similar to a debit cardyou fund it before use. It gives you the benefits of a credit card like cashback and helps build your credit score. To clarify, the $5000 limit you see on your credit report is actually the monthly funding and spending limit for the Super Deposit Account.
  
  Its also totally normal to see a temporary dip in your credit score when opening a new line of credit, like the Super Card. This is standard process for all customer when opening a new credit card, regardless of the type or bank.
  
  Dont worry, though! Your score will bounce back as you establish a positive payment history by using your Super Card regularly. All your card spending is reported to the credit bureaus as a positive, helping to boost your credit score just like everyone else.
  
  Our Support Team have actually tried to reach you via phone on October 18, 2024, about your Super Pay deposit account, but couldnt get through. They also sent an email to ask for your preferred time to connectfeel free to respond so we can assist you further.
  
  We hope this clears everything up! If you need any more help, dont hesitate to reach outwere always here for you!

• Initial Complaint

  Date:10/16/2024

  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 found a mysterious charge of $15 on my account after staying at a hotel. At first I thought it was from the hotel. After contacting the hotel I was informed it wasnt from them. I called my bank to have the charge dispute only to find out that it had been a recurring charge. I had never heard of super.com before. I would either book my hotel directly with the property or through priceline. This is one of the most disturbing experience because you begin to wonder how they got your card information and how could they be allowed to just sign someone up for a service unbeknownst to them. This company needs to be investigated because im sure there are other folks out there who know know theres a $15 a month charge being stolen from their accounts.

  

  Business Response

  Date: 10/18/2024

  Hi Teezan,
  
  Thanks for sharing your concerns! It sounds like there might have been a mix-up with your Super+ membership sign-up, but no worrieswere here to help!
  At Super.com, transparency is our priority! We ensure clear consent before joiningno sign-*** without your approval! We only process charges for the services youve signed up for. You can check our Terms & Conditions for more information on our Privacy Policy.
  
  As a Super+ member, you get to enjoy awesome perks including Cash Advance, Credit Building, and up to 10% Cashback on travel. Whether you want to continue enjoying these benefits or cancel, weve got your backyour satisfaction is our top priority!
  
  Keep in mind that online cancellation may vary by state, but we've got you covered! Just call our friendly Support team at +1 ************** (8 AM - 9 PM) or through the chat option in your Super.com app for a convenient online cancellation.
  
  For more details, check out this link: *****************************************
  
  We hope this info helps and rememberwere always here for you!

  Customer Answer

  Date: 10/18/2024

   
  Complaint: 22431374
  
  I am rejecting this response because:
  I never signed up for your subscription. I know what your response says but I have only booked hotels directly with the property or through Priceline and they have explicitly denied any affiliation to your company. When I attempted to look your company up I didnt recognize ever having any form of business dealings with you. Ive never even heard of your existence until October 14th, 2024 when I noticed the charge to my account linked to you. I have disputed the charges with my bank and they have launched an investigation. I have no need for a subscription based service for booking hotels or flights. Nonsense why I subscribe to a service to do something I clearly can do myself. As a person who works in the airlines industry.  Theres is no mix up with my subscription because I never signed up for it. 
  Sincerely,
  
  Teezan *******

  

  Business Response

  Date: 10/19/2024

  Hey Teezan,
  
  We understand your concern regarding your Super+ membership sign up, and we're here to help. At Super.com, we believe in transparency. 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: 10/23/2024

   
  Complaint: 22431374
  
  I am rejecting this response because: As much as you have explained that I would have had to signed up I did not. I have no communications from you and when I attempted to sign in to whatever account you have suggested I have, you own website states non of my email credentials work for your site. You can go into your system and provide me with the email address or my account details because I guarantee you I do not have any account with you. You have my name search your system and respond with the information you say was provided to you by me to create an account. 
  
  Sincerely,
  
  Teezan *******

  

  Business Response

  Date: 10/25/2024

  Hi Teezan,
  
  Thanks for reaching out! We totally understand your concerns about your Super+ membership, and were here to make things as easy as possible for you. Transparency and integrity are really important to us, and we always aim to ensure our customers are fully informed every step of the way.
  
  After checking our records, it looks like you signed up for the membership using the phone number provided in this review. Please know that we prioritize clear consent for all our members and strive to make the sign-in process straightforward and understandable.
  
  If you'd like to cancel your membership, its a quick and simple process. Youre in control! Just reach out to our Support team at ***************** or use the chat feature in your Super.com App for a smooth, online cancellation experience. Do note that, in some cases, online cancellations might have restrictions based on local regulations.
  
  You can find more information here: *****************************************
  
  We hope this clears things up! Please feel free to reach out if you have any other questions.

• Initial Complaint

  Date:10/16/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I reserved a room in ******, ** where Im getting medical treatment. I used the map to see what hotels were there, when I scrolled through the pricing Super was slightly cheaper at $688. I received a text confirmation for Holiday Inn at ******. Later I find in my email in the small print that theyve moved my booking to a different looking Holiday Inn in ******, **. No phone calls are allowed, so I had a run around for over an hour on their chat site - most of the time waiting for the next person to move me to. Bottom line - non refundable, even though they sent me to another state. After repaying for my Holiday Inn stay in ******, I called the *********** in ******, ** on ************* to see if they could help me. They had no reservation booked for me. I think this was a complete scam. Not even pretending to have any customer service.

  

  Business Response

  Date: 10/18/2024

  Hi *****,
  
  Thank you for voicing your concerns. We completely understand that you might have some hesitations, but we want to assure you that we are a reputable and trustworthy company. Our credibility is backed by features in respected publications such as the **************** Forbes, *************** SmarterTravel, and Conde Nast Traveler, among many others.
  
  Regarding your reservation, while we are unable to make any changes or adjustments to your booking as it was made based on your search criteria, we encourage you to always double-check the detailslike dates, location, and pricebefore completing your reservation. This helps ensure everything is just right! It's also helpful to review our cancellation policy so you're clear on what options are available if changes are needed. In this case, it looks like your booking is non-refundable, which means changes or cancellations are generally subject to the hotel's approval.
  
  Your satisfaction is incredibly important to us, and we're here to help in any way we can. Our Support team is already working on this for you and will be reaching out to the accommodation and travel partner to explore the possibility of a complimentary cancellation on your behalf. We'll make sure to keep you updated every step of the way.
  
  Were committed to making sure your experience is the best it can be!

  Customer Answer

  Date: 10/18/2024

   
  Complaint: 22430742
  
  I am rejecting this response because:

  Nothing has been done since YOU rerouted my reservation to another state.  I have been trying to contact you since getting notified that it was booked incorrectly by you. They also did NOT show me being book in the other state. Lots of luck to anyone who uses this company, youll need it. 
  
  Sincerely,
  
  ****** ********

  

  Business Response

  Date: 10/19/2024

  Hey ******,
  
  Thanks for your continued patience! We understand youre still waiting for the refund, and were here to help in any way we can.
  
  As we have informed you before, once a reservation is confirmed, we can't modify the details since bookings are based on what you selected during the booking process. Thats why we encourage double-checking the detailsdates, location, and pricebefore completing your reservation. A quick review of the cancellation policy is also helpful to understand your options.
  
  Since this booking was made under a non-refundable policy, options are more limited, but dont worrywere still exploring every possibility for you! Our Support Team is actively working with the hotel and travel partner to request a complimentary cancellation on your behalf, and theyll keep you in the loop with updates.
  
  Regarding your concern about the booking not showing on the hotel's system, please know that our Support Team has confirmed that the reservation is visible on their end. Were just waiting on their response regarding the cancellation request.
  
  We really appreciate your understanding, and were doing everything we can to improve your experience!

  Customer Answer

  Date: 10/28/2024

   
  Complaint: 22430742
  
  I am rejecting this response because I had to pay for the room again. I was not trying to cancel. I was trying to get my room. I have a receipt for additional payment of $1063. Please refund the $883 that I paid you for the same. 
  
  Sincerely,
  
  ****** ********

  

  Business Response

  Date: 10/30/2024

  Hey ******,
  
  Thanks so much for hanging in there! We know waiting on a refund isn't easy, and we're here to make things as smooth as possible for you.
  
  Just a quick reminder: once a reservation is confirmed, its locked in based on the details you chose when booking. Thats why we always recommend a quick double-check on dates, location, and price before confirming. A peek at the cancellation policy is also super helpful to see your options upfront.
  
  Since your reservation was confirmed by the hotel, it generally limits cancellations unless approved by both the hotel and travel partner.
  
  Even though this reservation is under a non-refundable policy, were still exploring every possible option to help out! Our Support Team is working with the hotel and travel partner to request a complimentary cancellation, and they'll keep you updated as soon as there's news.
  
  Thanks again for sticking with us, ******! We'll keep you posted every step of the way!

  Customer Answer

  Date: 11/04/2024

   
  Complaint: 22430742
  
  I am rejecting this response because:
  Nothing has changed. 
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:10/16/2024

  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.

  We booked a hotel through Super for 4 nights from 2nd October. We made this reservation on Saturday 28th September after our previous booking with another hotel was canceled due to storm damage from ******************* arrived at the hotel, ******************* on *************, to find it closed due to storm damage!!!!Super.com should not have taken our booking as the hotel would already have been closed at the time of booking.We returned to ***** to find all the accommodation booked because of people being displaced by the storm damage. We almost had to sleep in our car but after 2 hours of searching luckily found a room for the night I cant believe Super.com booked us into a hotel which was buried in sand and had no power, they should have known this.Incompetence on a Biblical Scale!Weve had to pay rack rate for inferior hotels because were having to book whatever we can find last minute. Super.com are even less interested in paying compensation than they were in supporting us to find alternatives.Unbelievably they wont even refund the money we paid them originally until we prove that we found an alternative by sending them copies of the receipts!!!I cant think what they would do if wed been forced to sleep in our car..And now Im being asked to upload copies of the invoices from the hotels I had to book myself because of Super.coms incompetence before they will refund me! And Im being told that one of my documents isnt good enough so they cant proceed. It cant be difficult to find out that the hotel is still closed for themselves. Shameful behaviour to avoid doing the right thing.14 October; still waiting for a response. Ive tried raising a Formal Complaint as well but thats been ignored as well. Despicable.

  

  Business Response

  Date: 10/21/2024

  Hi ********,
  
  Thank you for sharing your experience with us. We're truly sorry to hear about the challenges you encountered during your trip, especially after Hurricane ******. We understand how worrying it must have been to arrive at a hotel that was temporarily closed.
  
  While we rely on our hotel partners for timely updates, this situation has highlighted areas where we can improve. We're already working on enhancing communication to ensure that situations like this are handled more smoothly in the future.
  
  We know that finding last-minute accommodations, especially during a busy time, can be tough. We're focused on improving our support to ensure you have better options and assistance should a similar situation arise.
  
  After review, it seems that you've initiated the chargeback process, indicating a dispute with your bank or payment provider. At this point, our ability to intervene or take further action is limited.
  
  Our dedicated Chargeback team is actively involved in collecting all relevant documentation and will proceed to submit it to the card processor for mediation. Going forward, any updates or resolutions regarding this matter must be pursued through your financial institution.
  
  We appreciate your understanding in this process, and if there are additional details or documentation needed from our end, our Chargeback team will collaborate with your financial institution to ensure a thorough review of the case.
  
  We hope this clarification addresses any doubts or concerns you may have had.

  Customer Answer

  Date: 10/22/2024

   
  Complaint: 22429359
  
  I am rejecting this response because:

  I spoke with your team to ask for their help when we were stranded in an evacuation zone by your companys incompetence. They left it with me to find my own accommodation! I asked ****** if I would be refunded and he advised that I would be

  I followed up with your company on 3rd October to ask for my refund, I was told that I would have to submit invoices to prove that Id found somewhere else to stay!

  on 4th October I did what I should have done before booking; I checked Super.coms reviews. I then discovered many bad reviews for very poor customer service and difficulties in recovering payments
  i also notified my credit card company of the difficulties I was already encountering in resolving my issue with Super.com

  On 7th October I submitted the invoices for the replacement accommodation I had organised myself. I asked for updates on my refund and was ignored

  On 10th October, I submitted a formal complaint . This has been ignored

  14th October; Finally received contact from Super.com in the shape of the dispute team informing me that they were gathering information and ********* wouldnt be corresponding with me. I was unclear how I would notice the difference. I responded with a copy of my complaint, which has been ignored since.

  i contacted my credit card company today, 22nd October. They havent heard from Super.com

  Id be very interested to hear from Super.com with evidence that:
  a) the ******************* was actually open on 2nd October 

  b) that we successfully checked into the hotel

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

  

  Business Response

  Date: 10/26/2024

  Hi ********,

  Thank you so much for sharing your experience with us. We're truly sorry to hear about the challenges you faced during your trip, especially in the wake of Hurricane ******. We understand how frustrating it must have been to arrive at a closed hotel under such difficult circumstances.

  While we do rely on our hotel partners for real-time updates, this experience has shown us areas where we can do better. We're already working hard to improve our communication and support to ensure future situations are handled more smoothly for travelers like yourself.

  We know that finding accommodations last-minute, especially during a time of high demand, is no easy task. We're focusing on improving our services so that you'll have more options and quicker assistance if anything similar ever arises.
  In a fast-moving travel industry, unexpected events can happen that are beyond our control. However, were fully committed to minimizing the impact on our valued customers.

  We're pleased to inform you that our team has already reviewed and resolved your case, and a refund is on its way. Please check the detailed email we sent for more information.

  If you have any further questions or need additional support, dont hesitate to reach out to us. We're here to help in any way we can!

  Thank you again for your patience and understanding as we work to make things right.

  Customer Answer

  Date: 10/31/2024

   
  Complaint: 22429359
  
  I am rejecting this response because:

  Your Corporate Complaints team have been in contact and have offered to refund the payment I made for the hotel, however they want to use ****** payments for this which means I will have to pay a fee! 
  I dont understand why you cant just refund to my original means of payment, my credit card

  Additionally they are refusing to pay compensation for the harm and distress inflicted on us by Super.coms incompetence citing force majeure. I would understand an argument of force majeure if we were in the hotel when the hurricane struck but the hotel was subject to an evacuation order 3 days before you booked us into the hotel and 7 days before we travelled to the hotel to find it in a state of desolation! This is a unique blend of incompetence and negligence 

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

• Initial Complaint

  Date:10/16/2024

  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 was charged from ************ without my consent and I do not know why or who this company is

  

  Business Response

  Date: 10/18/2024

  Hi *****,
  
  Thank you for voicing your concerns. We take these matters seriously and assure you that integrity and transparency are at the core of our services. 
  
  After reviewing our records, it appears that you signed up for our Super+ Membership, which is why the charge was applied. Please know that we always prioritize obtaining clear consent and providing all necessary information during the sign-up process. Signing up without your approval is simply not possible.
  
  Just to give you a quick recap, our Super+ Membership offers a range of benefits, such as Cash Advance, Credit Building, and up to 10% Cashback on travel. However, if you decide the membership isn't right for you, we're happy to process a refundyour satisfaction is our top priority!
  
  Please note that online cancellation options may vary by state, but dont worry, weve got you covered! You can easily reach our friendly Support team at +1 ************** (8 AM-9PM) or through the chat feature in your Super.com app for a smooth cancellation process.
  
  For more details, feel free to check out this link: *****************************************
  
  We hope this helps, and rememberwere always here for you!

• Initial Complaint

  Date:10/14/2024

  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.

  Need REFUND of $112.35. Unable to get to hotel due to flight cancellation, due to Hurricane Milton.
  **********. There is no place on the website to request a refund or an available chat that I can see. Nor do I see a phone number to reach customer service. Please refund $112.35 to my credit card. ******* *** * ******* Lexington, KY dates reserved Oct 8-9.

  

  Business Response

  Date: 10/16/2024

  Hi Brenda,
  
  Thank you for bringing this to our attention. We understand how challenging flight cancellations can be, especially when they're unexpected and are out of your control.
  
  In this instance, your booking is already outside the refundable period, which generally limits modifications or cancellations unless approved by the hotel.
  
  If the hotel has agreed to make an exception, please make sure to collect all pertinent details from your communication with them, including the name and position of the staff member who assisted you.
  
  Once you have received approval, please initiate a cancellation, by visiting: ********************************* and following the prompts.
  
  When in need of assistance, please visit our Help Center: 
  *****************************
  
  We have clarified your doubts and concerns.

• Initial Complaint

  Date:10/14/2024

  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.

  At the end of last September was the first time I rode on Lyft. They only use credit cards. After that i was carded $1.97 on my card from Super.com. I never signed with them. *************** disputed the charge & told me to shut down my debit card & get a new one. At the beginning of October I was charge $30 from the same company on my new card. I didn't know a company could access your new information, so i shut down that card & blocked the company. I had to close that account & get a another new card. I looked up this company & tried to phone/email them. They don't answer. The internet has multiple complaints about this bogus ************** connection to ****. I have thus contacted any fraud agency to help me get rid of the so called company

  

  Business Response

  Date: 10/16/2024

  Hi *******,
  
  Thank you for bringing your Super+ subscription concerns to our attention. We truly appreciate your time and the chance to address your concerns. We can assure you that we are a legitimate company featured in reputable publications like the **************** Forbes, *************** SmarterTravel, Conde Nast Traveler, and many others.
  
  It looks like there may have been some confusion regarding your enrollment in the Super+ membership. Our sign-up process is designed to require explicit consent before joiningrest assured, we don't sign anyone up without their approval! Charges are only made for the services you've chosen. For more details, we encourage you to review our Terms & Conditions, where everything is clearly outlined.
  
  The $1.97 charge you mentioned is for the Super+ trial membership, a promotional offer that lets you enjoy the benefits of Super+ for a limited time, often free or at a minimal cost. If you cancel before the trial period ends, no further charges will be made. Since the trial wasn't canceled, the full membership fee was applied once the trial concluded.
  
  As a Super+ member, you gain access to some incredible perks like Cash Advance, Credit Building, and up to 10% Cashback on travel! But if youve decided not to continue, were more than happy to help with a refund. Your satisfaction is always our top priority.
  
  For further assistance, our Support team is available at ***************** from 8 AM to 9 PM, or you can use the chat feature in your Super.com App for a convenient online cancellation.
  
  We hope this explanation clarifies the situation.

• Initial Complaint

  Date:10/12/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 12th i was charged ***** dollars from my bank for a subscription that i never once purchased called super + i never even heard of this website either, telling from everyone elses complaint they are very famous in dropping unauthorized charges onto peoples account, i want a refund and have any personal information regarding me to be completely removed from your website and i will be resolving this with a dispute if i dont get a refund, you guys are a bunch of thieves that steal peoples money without their consent, i cant even cancel it as i have to call another number to do so in which none of them ever answered even though its said the support line on their website is 24 hours.

  

  Business Response

  Date: 10/14/2024

  Hey *********,
  
  Thanks for reaching out! We understand your concern about the charges on your card, and were here to help sort this out. As a trusted company featured in top publications like *******************, ******, The *************** and others. We pride ourselves on credibility and transparent practices.
  
  It looks like there may have been some confusion during your Super+ membership registration. We want to reassure you that our sign-up process requires clear consent, and you have full control over your subscription, including an easy way to cancel if needed. We only process charges for the services youve signed up for. We recommend checking out our Terms & Conditions for a clearer understanding of our Privacy Policy.
  
  Super+ offers great benefits like Cash Advance, Credit Building, and up to 10% Cashback on travel. However, if youd prefer to cancel, were more than happy to assist with that and process a refund to ensure your satisfaction.
  
  Keep in mind that online cancellation may vary by state, but we've got you covered! Just call our friendly Support team at +1 ************** (8 AM - 9 PM) or through the chat option in your Super.com app for a convenient online cancellation.
  
  For more details, check out this link: *****************************************
  
  We hope this info helps and rememberwere always here for you!