Important information
- Customer Complaint:
BBB’s file for Super.com was created in June 2018. A review of complaints was completed in February 2025. Complaints on file concern issues with reservation changes and subscription enrollment.
BBB encourages consumers to review the company’s links below. For information about Super+ Membership, please review Super+ membership Terms, specifically Membership cancellations and Membership fees, Payment, and Renewal. For information about changes or cancellations to reservations and refunds, please review Super Travel Service Terms, specifically the changes or cancellations section.
https://www.super.com/legal#superplus-1
https://www.super.com/legal#supertravel-1
Complaints
Customer Complaints Summary
- 1,995 total complaints in the last 3 years.
- 990 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:02/05/2024
Type: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.
Please unsubscribe me &/or my email from Snapmoneyinc. I have not given any automatic withdrawals from my debit card from this company for $15. I dont even know what this company is about. Thank you.
Business Response
Date: 06/18/2024
The customer was unaware they had enrolled in our Super+ membership program. Our process requires explicit consent from our users and they have full control, and canceling their membership is straightforward. They can do it online or via phone depending on the state. Their membership was cancelled.Initial Complaint
Date:02/05/2024
Type: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 gotten $15 taken out of my account and I didn't apply for your service I want my money backBusiness Response
Date: 06/18/2024
We are unable to locate this customer with the contact information provided.We have no customer under the name, email, or phone number provided.Initial Complaint
Date:02/04/2024
Type: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 card was charged $15 and I've never done business with these ppl I want my money backBusiness Response
Date: 06/18/2024
The customer was unaware they had enrolled in our Super+ membership program. They use our ******************* Our process requires explicit consent from our users and they have full control, and canceling their membership is straightforward. They can do it online or via phone depending on the state. Their membership was cancelled.Initial Complaint
Date:02/04/2024
Type: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.
Was charged ***** on 02/02/2024 I have not ordered any membership or service from this companyBusiness Response
Date: 02/12/2024
Hi ****,
It's possible that you inadvertently signed up for the Super+ membership. We cannot automatically sign you up. The membership does come with various benefits, including Cash Advance, Credit building, and up to 10% Cashback on travel. However, if you've decided not to continue with the membership, we are more than willing to process a refund, as our primary goal is to ensure our customers' satisfaction.
To initiate the cancellation process you can simply follow the steps in this Helpdesk article:
****************************************************************************************************************
We're here to assist you in the best way possible.Customer Answer
Date: 02/13/2024
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*****************Initial Complaint
Date:02/04/2024
Type: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 made a prepaid reservation through Super.com for the Econo Lodge on 3 Feb. ****. When I arrived to check-in, the attendant was acting very odd, claimed my ID was fake and refused to check me in or refund my money. I had to make another, much more expensive, prepaid reservation at another hotel after trying for two hours to reach someone at econo lodge or super.com that would help me. I had no problem checking in to the second hotel as my ID is very real. Any attempt made to communicate with Super.com regarding a refund has been a complete waste of a lot of my time to only be disrespected and insulted.Business Response
Date: 02/13/2024
Hi *****,
We appreciate your patience and understanding in the matter you've brought to our attention. We acknowledge that your recent experience with our Support team may not have met your expectations, and for that, we sincerely apologize.
Our Corporate team is actively reviewing your case with the commitment to resolve it swiftly. Your feedback is invaluable, 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 diligently to address and rectify this situation.Initial Complaint
Date:02/03/2024
Type: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.
Tonight on 2/3/24 @7:30pm Snapmoney tried to take money out of my account. They tried to charge me $9.99 and i don't even know those company. Luckily i had my card locked but i want them to try and stop taking money off my card. Never heard of this company and i don't use this or whatever this is.Business Response
Date: 06/18/2024
The customer was unaware they had enrolled in our Super+ membership program. They have multiple reservations with us for our Super Travel line as business and Super Pay. Our process requires explicit consent
from our users and they have full control, and canceling their membership is straightforward. They can do it online or via phone depending on the state. This customer was assisted by our Support team and their membership was cancelled.Customer Answer
Date: 06/18/2024
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***************************Initial Complaint
Date:02/03/2024
Type: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 through Super.com for a reservation at *********************************** in ************, ** through Jan 22, ****-Jan 26, **** and was charged for $ ****** for a supposed to be 4 days stay. After I arrived to Hampton inn in Jan 22, in early Jan 23, I had a family situation and had to leave, and had to cancel the rest of my reservation booked through Super.com. ******* Inn manager ********************* emailed me to notify me that she refunded me to Super.com, but Super.com refused to give me the refund.Business Response
Date: 02/12/2024
Hi Peng,
We appreciate your patience and understanding in the matter you've brought to our attention. We acknowledge that your recent experience with our Support team may not have met your expectations, and for that, we sincerely apologize.
Our Corporate team is actively reviewing your case with the commitment to resolve it swiftly. Your feedback is invaluable, 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 diligently to address and rectify this situation.Initial Complaint
Date:02/03/2024
Type: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.
Charged me membership fees after trying to cancel membership online. Clicked too cancel membership on the website. It promoted me to call the company and n after I did the business was closed. I canceled. My membership the first time and wasn't prompt to call. They charged me for a membership and make it impossible to cancel their membership.Business Response
Date: 02/12/2024
Hi Tavis,
Please note that your membership has been successfully canceled on 2024-02-03. Please see the receipt attachd.
If you have further questions or need assistance, please visit our *********** at ************************************************ or contact our ************* team at ***************, available Monday to Friday from 8 AM to 7 PM, EST. You can also email ********************* Thank you for your understanding.
Initial Complaint
Date:02/02/2024
Type: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 and I got caught in a snow storm during our travels to the hotel we made a reservation for on super.com. Their website says to contact them via chat for Emergency Support. I have been waiting for a travel agent in the chat for over an hour and there is no other form of communication with the company. I called the hotel that we used super.com to book a reservation ar and the hotel does not have our name down for a reservation at all. We want our money back!Business Response
Date: 02/12/2024
Hi *****,
Thank you for reaching out to us.
We are truly sorry to hear about your experience, however, please provide us with your reservation information, so we can look into it:
Order ID:
Email used for the reservation
Hope to hear from you.
Regards,Initial Complaint
Date:02/01/2024
Type: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.
Absolute scammer behavior. Super.com has a feature called "play for cash" where you can play games and get rewards. I played Solitare Smash, the requirement was to download the game, deposit $10 and you would get rewards for winning games. Different levels paid cash prizes from around $20ish to $170ish, totaling up to about $260. So, winning 10 games you get the $20ish, and the top level to receive the $170ish you need to win 70 games. I made the $10 deposit (and deposited more cash later to be able to play more games) and pretty quickly got to 70 wins. It's solitaire and the games last about 4 mins so it wasn't very difficult. I got the first 2 rewards ($21.85 & $23.75) but once I made it to 70 games I was cut off. Didn't receive the reward and in addition I couldn't access the "play for cash" offers through the Super.com app at all.I called support several times and got nowhere. Then I received an email from Super.com support that said that the partner (Solitaire Smash) informed them that I had violated the partner's terms and conditions, that I was banned from the app, and that there was nothing else they could do. I called 3 more times to dispute this and each time someone promised me that an escalation team member would call me. Never happened. So I reached out to Solitaire Smash support and they informed me that I have NOT been banned from the platform or violated the terms and conditions. Super.com straight-up lied to me. It is clear to me that the app assumed no one would be able to reach the high reward amounts and once someone did they refused to pay and cut off access to other offers. The customer service is terrible and it's clear that they are reading from a script. I want the reward that I am ***********, this is false advertising and possibly outright fraud,Business Response
Date: 02/17/2024
Hi *********,
We appreciate your patience and understanding in the matter you've brought to our attention. We acknowledge that your recent experience with our Support team may not have met your expectations, and for that, we sincerely apologize.
Our Corporate team is actively reviewing your case with the commitment to resolve it swiftly. Your feedback is invaluable, 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 diligently to address and rectify this situation.Customer Answer
Date: 02/17/2024
Complaint: 21232748
I am rejecting this response because:this has been going on for well over a month with absolutely zero response from anyone at super. I will need someone to contact me directly in order to properly resolve this matter.
Sincerely,
********************Business Response
Date: 02/27/2024
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.
Unfortunately, it has been established that you did not adhere to our Partner's Terms and Conditions, resulting in the discontinuation of any additional Play for Cash rewards for you.If you are still having issues, please contact our trusted partner directly by reporting the problem within the offer. Please visit our help centre at help.super.com and visit the More Ways to Save section.
We hope this explanation clarifies the situation.
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