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:09/25/2024

  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.

  Trying to access money from my bank account without knowing this company at all. I reached out to them frustrated and accomplished nothing.

  

  Business Response

  Date: 09/26/2024

  Hi ****,
  
  Thank you for sharing your concerns! We truly value your feedback and want to assure you that integrity and transparency are important to us.
  
  We couldnt find any bookings or memberships linked to your details, and were unclear about the charge you mentioned. Could you please provide more information about the issue? Can you provide a bank statement that details the charges you are inquiring about? Any additional information would be really helpful! Our support team is always here to assist you further, and were committed to resolving this for you.
  
  Were here to help and are committed to resolving this for you!

• Initial Complaint

  Date:09/24/2024

  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.

  I did not authorize a Super+ membership. This company is taking recurring $15 a month off my debit card. I called a number provided to me from my bank to cancel this subscription.

  

  Business Response

  Date: 09/25/2024

  Hi Barbara,
  
  Thank you for sharing your concerns with your Super+ subscription and we appreciate the opportunity to address it.
  
  It looks like there may have been a mix-up during the sign-up process. Rest assured, canceling your membership is simple and entirely within your control.
  
  Super+ offers some great perks like Cash Advance, Credit Building, and up to 10% Cashback on travel. But if you've chosen to opt-out, we're happy to process your refund, as your satisfaction is always our priority.
  
  We've confirmed that your membership was successfully canceled and refunded on September 24, 2024. You can expect the refund to be processed within 3-5 business days, depending on your bank.
  
  We hope this clears things up!

• Initial Complaint

  Date:09/23/2024

  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 had booked a reservation with *********** in **********, ************** and basically my stay there was horrible. I have pictures to prove it plus they lied about the continental breakfast so I ended up paying extra through the website Super.com.

  

  Business Response

  Date: 09/24/2024

  Hi ********,
  
  We appreciate you sharing your concerns and always strive to ensure comfort and satisfaction throughout your stay.
  
  As a third-party booking service, were here to make your experience as smooth as possible. While we connect you with accommodations, certain aspects, like hotel standards and amenities, are managed by the property itself. However, your feedback is incredibly valuable, and were here to support you.
  
  That being said, our Support team is already on ittheyve reached out to both the hotel and our travel partner to investigate and assist further. Well keep you updated along the way.
  
  If theres anything else we can help with in the meantime, our 24/7 Support team is always available via phone, chat, or email. All contact details can be found on our app and website: ******************************************.
  
  Your satisfaction is important to us, and were committed to improving your experience!

  Customer Answer

  Date: 09/24/2024

   
  Complaint: 22327218
  
  I am rejecting this response because: I understand they are acknowledge my complaint, but I want my money back for my stay
  
  Sincerely,
  
  ******** *****

  

  Business Response

  Date: 09/25/2024

  Hi ********,
  
  Thanks again for your patience! We completely understand youre hoping for a refund due to your hotel experience.
  
  As we've mentioned before, we do our best to connect you with great accommodations, but the hotel handles its own standards and services. For a faster resolution, reaching out to the hotel directly might help get things sorted quicker.
  
  We're still here for you! Our Support team is already working with the hotel and travel partner to explore arranging a complimentary cancellation. We'll keep you updated as soon as we hear back.
  
  We truly appreciate your understanding and are doing everything we can to improve your experience!

  Customer Answer

  Date: 09/25/2024

   
  Complaint: 22327218
  
  I am rejecting this response because:
  I understand that youre trying your best until I get my refund Im gonna still reject you guys response until this is solved To a refund thank you for understanding 
  Sincerely,
  
  ******** *****

  

  Business Response

  Date: 09/26/2024

  Response provided

  Customer Answer

  Date: 09/26/2024

   
  Complaint: 22327218
  
  I am rejecting this response because:
  Im going to keep on hitting the reject response because I have not received my refund Because at this point I feel like you guys are sending mixed signals and I would like to BBB to see this
  Sincerely,
  
  ******** *****

  

  Business Response

  Date: 09/29/2024

  Hey ********,
  
  We completely understand how important it is for you to receive your refund, and it was never our intention for you to feel like were sending mixed signals!
  
  As we mentioned, while we do our best to connect you with great accommodations, the hotel handles its own standards and services.
  
  Our Support Team put in a lot of effort to secure a refund on your because we always aim for positive outcomes for our customers. Despite our efforts, the hotel denied the request for a complimentary cancellation. They also confirmed that breakfast was provided during your stay as booked.
  
  Therefore, we are unable to process a refund for this booking, but please know that we have thoroughly explored all available options for you.
  
  If youve communicated directly with the hotel and theyve agreed to make an exception, be sure to gather all the details including the name and position of the staff member who assisted you.
  
  Once you have their approval, simply visit this link to initiate the cancellation: ********************************************** and follow the prompts. This way, we can try to negotiate a refund again with our travel partner.
  
  We appreciate your understanding in this matterwe're always here for you!

  Customer Answer

  Date: 09/30/2024

   
  Complaint: 22327218
  
  I am rejecting this response because: Yes, you guys was giving mixed signals because yall rejected my refund after showing you guys the pictures of mold within the shower area. This is not acceptable. Please do better and run me my refund. Thank you.
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  Date:09/22/2024

  Type:Sales and Advertising 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 booked my hotel room with ******************* Ft. ****************** and Cruise Port through super.com. The dates were for 9/17-9/24. Our travel plans changed, therefore, we asked the hotel front desk staff if we can check-out early on 9/18 without penalty, they said yes. After packing our belongings with our 2 year old toddler, we asked again, this time with the hotel manager, ******, if we will be charged or penalized for the booked days because traveling with a child is extremely stressful. And had his answer been different, we might have consider staying to fulfill the reservation. He said no, they would only charge for 1 night. This is our understanding that he is making an exception to super.coms booking *********************************** terms, which says These policies are enforced by the hotel. He proceeded to take a screenshot on my phone of the 1 night stay of his screen for my records and says that we will only be charged $84.74. The reservation was prepaid with super.com but they are making it difficult to obtain a refund for the remaining days, asking for a formal letter despite them 3-way calling the hotel with me & receiving a verbal confirmation from ****** that the hotel only charged for 1 night. Because of Hilton policies, ****** can not compose a letter on *************** is time prohibitive if he had to do this for all guests wanting to make changes. I have provided super.com the screenshot & invoice proving that I only stayed 1 night. Super.com should not keep the payment proceeds for dates that service was not rendered, which is for 9/18-9/24/2024, 6 nights, especially after the hotel agreed to a penalty-free cancellation, unenforcing super.coms ******************* By keeping the funds for unused dates is deceptive and a form of consumer exploitation.

  

  Business Response

  Date: 09/23/2024

  Hi ****,
  
  Thank you for sharing your experience with us! We understand that plans can change unexpectedly, and were happy to assist.
  
  It looks like your booking was non-refundable, which generally limits modifications or cancellations unless approved by the hotel.
  
  Were excited to let you know that our Corporate Team was able to get approval for a refund of 6 nights. The refund has been processed and should appear in your account within 3-5 business days, depending on your bank.
  
  We hope this helps, and we look forward to serving you again soon!

  Customer Answer

  Date: 09/23/2024

  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:09/20/2024

  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.

  The complaint I have with Super or Super Super which ever they want to call themselves continues to try and charge my debit card for what they call a membership. I've made numerous attempts to contact them to stop them from doing this and no resolution to this on going problem. They are rude, uncooperative, and refuse to stop this fraudulent behavior. My card company has a permanent block on my card, however every 2 days I get their alerts. This has been going on for over 2 months and I have never booked anything with this company. Is there anything that can be done about this continuing problem?. This needs to stop.

  

  Business Response

  Date: 09/24/2024

  Hi Lori,
  
  Thank you for sharing your experience with our Support team! Your feedback is truly valuable and helps us continue improving our services. We can assure our credibility is affirmed by our features in many reputable publications. We’re proud to be recognized in trusted publications like the ********* *****, ******, *** *** **** *****, *************, and ***** **** ********, and we’re here to help.
  
  It seems there was a small mix-up with your Super+ membership sign-up. We always make sure to get clear consent and provide all necessary information. Signing up without consent isn’t possible.
  
  Our Super+ membership comes with great perks like Cash Advance, Credit Building, and up to 10% cashback on travel. Whether you decide to continue enjoying these benefits or cancel, we’re here to help!
  
  We’ve checked your account, and it looks like your membership is still active, which is why you received a notification about the charge attempt.
  For assistance, you can easily cancel by calling our Support team at +* ***** ******** or using the chat feature in your Super.com App. Please note that online cancellation may not be available in all states due to regulations.
  
  You can also reach us through the chat option in the Super.com App or on our website during business hours (8 AM - 7 PM) for immediate help.
  For more information, feel free to check this article: *****************************
  
  We're here to assist you however we can!

• Initial Complaint

  Date:09/17/2024

  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.

  The dates are August 29-31 this year. I've been booking rooms thru super.com sense June. I stayed at *** **** *** for 28days then on July 28th I went to the ******** ****. I stayed there about a month. Every time I booked I did it thru super.com and then would go in to pay my pet deposit. Well on 8/29 I did the samething and when I went in they told me that they weren't extending my reservation. They waited till I went in to pay for the pet deposit to tell me this. I already paid the room for 2 days. Now I know I did non-refundable but that was because i was already staying there and wasn't planing on leaving or canceling. I had no idea they where gonna make me leave. Now super.com won't give me my $200 back for the room. It was beyond my control. They said it's cause the hotel didn't approve the refund. Which isn't true because I talked to the hotel and they already issues the refund back to super.com. the hotel has also kept my $100 deposit that they said they would give back to me. I'm out $300. ***** thrown to the streets with no money because I paid for the room. The customer service was horrible. I dont think I should be the one to lose out because of something that I had no control over. I just want my money back. It's been almost 20 days now of back n forth and me getting the runaround.

  

  Business Response

  Date: 09/18/2024

  Hi Jennifer, 
  
  We understand how disappointing it can be when things don't go as planned with your travel arrangements.
  
  In your situation, the hotel management is entitled to enforce their policies about permitted guests. We cannot intervene, as they have the final say about who they allow to stay at the property.
  
  Since your booking is non-refundable, modifications or cancellations typically require hotel approval.
  
  We checked our records, our Support Team has made every effort to request a complimentary cancellation on your behalf. Regrettably, our request for a free-of-charge cancellation was denied by the travel partner due to their strict policy with non-refundable bookings. 
  However, we truly value your loyalty, and as a gesture of appreciation, we've gone ahead and canceled your reservation with a full refund. You should see it on your card within 3-5 business days, depending on your bank.
  
  Thank you for being a valued customer, and we're here if you need anything else!
  
  

• Initial Complaint

  Date:09/16/2024

  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.

  I booked a room with these people and when I got to the hotel to check in they tried to charge me more money and when I asked to speak with the manager I was told he was the manager and then I asked for main manager number? The guy got rude and acted like he was going to call the police. I asked to cancel because Black people have lost their lives due to the police being called due to a misunderstanding. I asked for my money back and was told it takes 3 to 5 days. I contacted the booking agency and explained how that experience was hurtful and they kept asking me go back to the property when my Black Skin is a threat to many.

  

  Business Response

  Date: 09/18/2024

  Hi *******,
  
  Thank you for sharing your concerns with us. Were committed to ensuring that your experience is as smooth as possible, and transparency is always at the heart of what we do.
  
  We understand how unexpected fees can catch you off guard. Its common for hotels to request a security deposit at check-in to cover any incidental charges during your stay. This is a standard precaution, and the hotel has the final say regarding their policies.
  
  Since your booking was non-refundable, changes or cancellations are usually up to the hotels discretion. That said, our Corporate Team is already looking into this matter, and were working to ensure its handled thoroughly.
  
  We trust this explanation brings clarity to the matter.
  
  

• Initial Complaint

  Date:09/16/2024

  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.

  I've called the Super.com company several times at ************** to resolve the issue even connecting with several managers. I have a credit balance of 2662.98 and they will not allow a refund or allow me to use the credits because they said my account is flagged as fraudulent because I cancelled refundable bookings. I should be able to cancel bookings that are refundable as I cancelled well before the last date. I also have a super pay mastercard with $93.37 that they have locked from usage due to fraud, but I have contacted them multiple times this is not fraud and my account.

  

  Business Response

  Date: 09/18/2024

  Hi ,
  
  ?Thank you for sharing your concern. We want to assure you that we are a legitimate company featured in many reputable publications.
  
  After conducting a thorough investigation, it has been determined that your participation in the cash rewards and cashback program has been terminated due to a violation of our Terms and Conditions. Further details can be found at *************************************** in the "Termination" section.
  
  Please be advised that any remaining reward will not be available for redemption and have no cash value. Unfortunately, this is a permanent decision and cannot be reversed by our support team. Regrettably, this decision is permanent and cannot be reversed by our support team.
  
  Should you require assistance with our other products, such as Super Travel, our Support Team is ready to help at ******************************
  
  We hope this clarification addresses any doubts or concerns you may have had.

  Customer Answer

  Date: 09/18/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  Michelle M******

  Customer Answer

  Date: 09/18/2024

  Company has held the funds hostage stored in their instant credits system, but has locked access to customers to utilize them.

  

  Business Response

  Date: 09/19/2024

  Hi Michelle,
  
  We understand how you feel, and we want to assure you that integrity and transparency are very important to us.
  
  Before reaching a resolution, we conducted a fair and thorough investigation. Based on our findings, there was a violation of our terms and conditions, which led to the termination of your participation in the cash rewards and cashback program. Please note that this decision is final and cannot be reversed.
  
  You can find more details in the "Termination" section here: ****************************************
  
  We hope this explanation helps clarify the situation. ,

  Customer Answer

  Date: 09/19/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: There is no resolution and no reversal.
  
  
  
  Sincerely,
  
  
  
  Michelle M******

• Initial Complaint

  Date:09/13/2024

  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 am writing to formally lodge a complaint against Super.com regarding a recent experience that has left me extremely dissatisfied and frustrated.I booked a hotel through Super.com for my spouse, ****** ******, for a trip from ******* to *************. Unfortunately, due to severe weather conditions, her flight was canceled, preventing her from reaching the hotel. In light of these unforeseen circumstances, I reached out to Super.com for assistance in rebooking the stay or obtaining a credit for future use.While I understand that the terms of the purchase state that it is non-refundable, Super.com never specified that they could not work with customers to help them rebook under uncontrollable circumstances. Regrettably, they were unwilling to accommodate my request in any way. They did not offer to rebook the hotel for a later date, nor did they provide any form of credit for the amount I had already paid. To make matters worse, I attempted to contact their customer service via both phone and chat, but I received minimal to no response.Given that I was unable to utilize the service I paid for due to circumstances beyond my control, I am seeking either a full refund or, at the very least, a credit that I can apply towards a future booking with another hotel.I believe that customer service should be responsive and supportive, especially in situations where external factors prevent service usage. Additionally, I have come across numerous reviews indicating that Super.com employs predatory tactics and may be operating in a manner that could be perceived as a scam. This further underscores the need for them to meet customers halfway in resolving issues like mine.I hope that the BBB can assist in resolving this matter promptly.

  

  Business Response

  Date: 09/16/2024

  Hi ****,
  
  Thank you for sharing your recent experience with our Support team! We truly appreciate your feedback as it helps us continuously improve. We understand you may have some concerns, but rest assured, we are a well-established company featured in trusted publications like the ***************, ******, and the New York Times.
  
  We completely understand how disruptive a flight cancellation can be, and how frustrating it is to adjust plans under such circumstances. As your booking was non-refundable, any changes or cancellations would typically require approval from the hotel.
  
  In situations like this, we recommend reaching out to the airline, as they are responsible for the no-show with the hotel. It might also be helpful to check if your travel insurance covers flight-related cancellations.
  
  That said, since youve already initiated a chargeback, this has now become a matter between your bank or payment provider and our Chargeback team. At this stage, our ability to intervene is limited. Our Chargeback team is currently gathering all necessary documentation and will submit it to the card processor for review. From here on, updates and resolutions will need to come directly from your financial institution.
  
  We appreciate your patience during this process. If theres any further information needed on our end, our Chargeback team will fully cooperate with your financial institution to ensure the matter is reviewed thoroughly.
  
  Thank you for your understanding.

  Customer Answer

  Date: 09/16/2024

   
  Complaint: ********
  
  

  I am writing to reject the response regarding Complaint #******** and to demand immediate action.
  
  I have already provided irrefutable evidence that my flight was canceled at the request of Super.coms customer service team. Despite submitting this information promptly and following up with multiple emails to Super.coms customer support, I have received no further communication or resolution. This prolonged lack of response is unacceptable and demonstrates a blatant disregard for their customers.
  
  their inaction left me with no choice but to seek recourse through my credit card company and report Super.com as a scam. This is not an isolated incident; a simple internet search reveals hundreds, if not thousands, of complaints from others who have faced similar predatory and disingenuous practices by their company. The overwhelming volume of these complaints raises serious questions about their businesss legitimacy.
  
  To add further injury, my chargeback request was denied by my credit card company, which has left me unfairly charged for accommodations that I never used. Since I was unable to take my flight and never checked into the hotel, it is entirely unreasonable and unjust for Super.com to withhold a refund or credit.
  
  At this stage, I am left with no alternative but to escalate this matter if a satisfactory resolution is not provided. I demand either a full refund or, at the very least, a credit for a future hotel stay. Anything less would be a gross injustice, especially considering Super.coms negligence and failure to honor basic customer service standards.
  
  I expect a prompt resolution to this issue. Failure to address my concerns immediately will force me to explore further action, including but not limited to, legal proceedings and formal complaints to consumer protection agencies.
  
  Sincerely,

  **** *******
  

  

  Business Response

  Date: 09/18/2024

  Hey ****,
  
  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. We can assure our credibility is affirmed by our features in many reputable publications.
  
  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.

• Initial Complaint

  Date:09/11/2024

  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.

  Made a reservation and paid online for my hotel stay .once I check in at the hotel, they told me the app informed them that I would pay at the hotel at upon check-in. I paid again at the hotel I contacted super they told me to send the receipt of the **** ******* what I pay there and they would refund my money that I paid on Super.com. I sent him my receipt and upon completing the form they told me within 72 hours I would give my response from them about my refund. Context super on Wednesday after 72 hours they informed me they had not received a decision yet. I just want my refund

  

  Business Response

  Date: 09/14/2024

  Hi Norma,
  
  Thanks for sharing your experience with us! Your feedback is invaluable to us, as it guides our continual improvement and growth. We're here for you every step of the way as we’re committed to delivering a smooth and enjoyable experience for all our customers.
  
  We understand the issues you faced with your reservation and are working diligently to address them promptly. While unexpected issues can occur in the dynamic travel industry beyond our control, we strive to minimize their impact. We appreciate your understanding while our Support team actively works on your case with the commitment to resolve it swiftly.
  
  Thank you for your patience as we work diligently to address and rectify this situation.