Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/05/2023

  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.

  On 12/03/2023, I spent $122 on the Super app for two nights at a hotel. At check in, the hotel tells me that the card sent by ***** declined. I called Super and they said I had to wait to check in. The hotel said I didnt have to wait and since the card declined, the hotel had to cancel the reservation. Super did nothing to assist me and ** still waiting for a response or update about my refund.

  

  Business Response

  Date: 12/14/2023

  Hi ******,

  Thank you for reaching out to us about your reservation B_12259459  at the ****************************************.
  We appreciate you letting us know about your experience. We strive to ensure every customer is satisfied with our business, and we apologize for any way in which we *** have inconvenienced you.
  
  We're genuinely sorry for the trouble you faced with the payment of your reservation.
  Please understand that, as a third-party booking site, certain incidents beyond our control *** occur in the travel industry. However, we've implemented procedures to minimize such negative impacts.
  
  It is noted that our Support team was able to resolve this issue.
  
  We reiterate our apologies for any inconvenience and look forward to having the chance to serve you in the future.

• Initial Complaint

  Date:12/04/2023

  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.

  1. Ads and explanation of membership promise 'cash back' On ALL hotel bookings.2. Once charged for membership fee, NONE of the hotel bookings receive cash back.3. My refund of my own money was the only 'cash back' I received 4. I was told there was a limit to how much cash back I could then redeem onto a card they had me apply for. In order to use my own money.5. I could not add money onto the card as promised.6. Another refund could not be added to my card, as the 'cash back limit' was exceeded. However the only cash back loaded onto the card was my own money in the form of the refund.7. They charge customers for a service with no benefits, the only way to put money on the card is to refund your own purchase. This can only be done one time. 8. Customer is paying extra for membership that does nothing. **************** reads the same script off a computer screen and has no resolutions.

  

  Business Response

  Date: 12/14/2023

  Hi ****,

  We are sincerely sorry to hear about your experience and that you didn't feel supported in your most recent experience with our Support team, as we strive to ensure every customer is satisfied with our business, and we apologize for any way in which we may have inconvenienced you.
  Our Corporate team is reviewing your case and is committed to resolving it as swiftly as possible.

  
  We greatly appreciate your patience.

  Customer Answer

  Date: 12/15/2023

   
  Complaint: 20954663
  
  I am rejecting this response because:

  Because super com has still made no effort to contact me via phone. They responded via email with one dismissive response a week ago, and did not further respond to my emails. All departments of their support teams close out issues after one response, no investigation on their part. I have gotten the same entry level pre recorded response from them on every issue I have reported.
  
  Sincerely,
  
  Lala Eliza

  

  Business Response

  Date: 12/21/2023

  Hi ****,

  Thank you for reaching out again.

  As informed earlier our corporate team is looking into this and they will update you. In case you still want to reach out for updates you can do so by email at *********************** can also reach out to our Support team by calling at **************, Monday-Friday from 8 AM to 7 PM EST.  
  
  We greatly appreciate your patience.

  Regards

  Customer Answer

  Date: 12/25/2023

   
  Complaint: 20954663
  
  I am rejecting this response because:

  I still have not received any update on any of the issues I reported. Look how long it has been since I reported the original issues, and then reported to the BBB. It has been over a month and Super.com tram has not updated or fixed any issues for me. This is not a response from a department who cares for customers, it is another lie.
  
  Sincerely,
  
  Lala Eliza

• Initial Complaint

  Date:12/03/2023

  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 date of this transaction was August 27nd 2022. The amount of this transaction was $686.92. The referenced amount of money is for one room that was reserved at the **************************************** 9/11/2022-9/13/2022. Reference Cancellation code: ********** In December 2022 my credit company informed me I was being charged for the second room that was reserved although I was told my cancellation had been completed. My contention is if I needed more cancellation codes or whatever was needed that information should have been given to me. I was never given proper information to cancel the 2nd room and was therefore charged. I want a full refund for the unused room.

  

  Business Response

  Date: 12/12/2023

  Hi ********,

  We sincerely apologize for any inconvenience you've experienced regarding your reservation at ****************************************.
  Upon reviewing your case, we noticed that the chargeback process has been initiated. This indicates that you've disputed the claim with your bank or payment provider. Unfortunately, once the chargeback process begins, we are unable to take any further action on the matter.
  It's important to note that this case is from almost a year and a half ago. We also observed that there was no cancellation processed within the grace ******* If you had reached out directly to the accommodation to modify or cancel your stay, this should have been communicated immediately, and you would have been provided with written documentation.

  
  Our dedicated Chargeback team is actively gathering all necessary documentation and will submit it to the card processor for mediation. For any resolution or updates, it is imperative to continuing the process through your financial institution.
  We appreciate your understanding and patience in this matter.

• Initial Complaint

  Date:12/03/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have never enrolled for Super+ membership, so charging my bank account is a fraud! Hence, I've got already two unauthorized transactions $14.99+$14.99

  

  Business Response

  Date: 12/12/2023

  Hey *****,

  We can assure we are a legitimate company that has been featured in many reputable publications, including **************** Forbes, New *********** SmarterTravel, Conde Nast Traveler and dozens of other press outlets.
  
  It's possible that you inadvertently signed up for the Super+ membership. 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.

   In this instance it is noted that you were able to cancel your membership successfully.

  We hope we have clarified your doubts and concerns.
  
  
  

  
  
  

  Customer Answer

  Date: 12/12/2023

  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:12/02/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying to cancel my account for hours on end because i no longer want this membership and they will not let me cancel it. The system is saying my phone number does exist but I used my number to sign up. They are just trying to get money out of ****** am not okay with that.

  

  Business Response

  Date: 12/12/2023

  Hi *****, 

  We apologize for any negative impression you may have formed about our service.
  
  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:
  ***********************************************************************************************************************

  If what you are requesting is rather to close a Super Pay account, for security reasons, account cancellations can only be processed over the phone. To process the cancellation, please contact our dedicated team at ***************. They are available Monday to Friday, from 8 AM to 7 PM, EST.

  We're here to assist you in the best way possible.

• Initial Complaint

  Date:12/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a hotel stay with reservation number B_12128681. I have not received a confirmation number from the hotel and when I call the hotel directly they tell me that its ready but the number cannot be shared with me as the agency I booked it with has to reach out to them first. I called Super.com 3x and have told them that, but Super.com and their Amendments Team stated that the Hotel responded to their email saying that the reservation number has not been created yet and will be created 14 days prior to check in. I called the hotel after an email and a phone call I made to Super.com and the hotel said that the information provided by Super.com is NOT TRUE. I called Super.com after that phone call to the Hotel and they told me that there is nothing I can do but wait. I asked for a Supervisor and the agent (***) stated that they cannot transfer me to one because there arent any. They can only fwd my case to them via email. *** stayed at this hotel before and they require the guests to book activities and restaurants a month prior to check in. I have another reservation with another agency and they were able to provide me the reservation number within 3 days of booking. Super.com is not living up to their promise of customer satisfaction and customer service is a joke.

  

  Business Response

  Date: 12/11/2023

  Hi ******,

  We'd like to inform you that many hotels typically process third-party bookings closer to the check-in date. As a result, they might not be able to provide their internal reservation number at this moment. Alongside the reference code B_xxxxxxx that you received when making the reservation, the hotel will be able to furnish you with their Hotel Confirmation Number (HCN) as the arrival date approaches.
  
  We want to clarify that this situation arises from the fact that, as a third-party, we have limited control over the hotel's processes. Some properties are only able to view reservation details internally as the check-in date draws nearer, while others are capable of accessing this information as soon as the reservation is completed.
  
  Thank you for your understanding, and please feel free to reach out to our 24/7 Support team if you have further questions or require assistance. Our team is already working on your case to get that confirmation number to you. Please hang in there.

  Regards

• Initial Complaint

  Date:11/29/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a tower suite with two bedroom with them in Aug, 2023. I received an email from them on Nov ******* letting me know hotel did not have availability due to error in system and they are going to put me in resort king. I reply to email letting them know that will not work for me since I booked Tower suite with 2 bedroom. I received another email on Nov 27, 2023 stated they have managed to confirm my room for the Tower Suite with 2 bedroom. I have been speaking with the hotel since Nov 27, 2023 they informed me the room I currently have is Resort king not the Tower Suite. I need them to call the hotel and update my room information. When I talk or chat with them. They just keep telling me don't worry someone will reach out to me. It's been over a week an a half. Still no call from them.

  

  Business Response

  Date: 12/08/2023

  Hi ****,
  
  Thank you for reaching out to us about your reservation B_10610738  at the ***************************** .
  We appreciate you letting us know about your experience. We strive to ensure every customer is satisfied with our business, and we apologize for any way in which we *** have inconvenienced you.
  
  We're genuinely sorry for the trouble your reservation. 
  Please understand that, as a third-party booking site, certain incidents beyond our control *** occur in the travel industry. However, we've implemented procedures to minimize such negative impacts.
  
  It is noted that our Support team was able to resolve this issue.
  
  We reiterate our apologies for any inconvenience and wish a great stay at the ***************************** .

• Initial Complaint

  Date:11/29/2023

  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 never recieved the service I paid for and can't reach customer support

  

  Business Response

  Date: 12/08/2023

  Hi ********,

  We're truly sorry to hear about the issue you've encountered with our service. To assist you promptly, could you please provide more details regarding the specific service you're referring to? Additionally, it would be immensely helpful if you could share the email address and phone number associated with your Super.com account so that we can investigate and resolve this matter for you.

  Your cooperation is greatly appreciated, and we're committed to addressing your concerns as quickly as possible.

• Initial Complaint

  Date:11/29/2023

  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.

  Joined super.com and everything was going fine. I was being credited properly and then boom I just stopped being credited for the things I was doing. It made no sense when I reached out through the report a problem button because it sent me to a 3rd party known by ******************. They proceeded to send me a generic response with 13 different reasons why it may have been not credited by an investigator No joke, cant even give an actual reason why so I believe this is what they do to everyone because they did it to multiple offers I submitted a ticket for Meanwhile they are saying this but they had already paid me for the first half of one of the said tasks. Shocker that the second half paid the most. But This is where it gets even weirder because a super representative tells me to delete the app and redownload it as the credits should appear but they never appear. I then try to go see the offers I had accepted but I was locked out of even being able to click on the offers I had started or completed to see what they pay or see their status for me to report all of my missing credits/problems properly. This company seems legit the first few hrs and then it all starts to make sense. I also tried calling the 800 number & sat on hold for a while while I waited my turn and then at 5:52 CT (they close at 6 PM CT) an automated thing comes across saying they were no longer available for the day even though there was 8 minutes left in the their work day and I had been on hold for 30 minutes.. Make what you want of this review. I stopped playing the games and using the app for now. Lets see if they credit me properly.. ALSO, the super pay card is a JOKE. You cant link it to a lot of different platforms.

  

  Business Response

  Date: 12/08/2023

  Hi *******,

  Thank you for reaching out and we apologise for your experience on the gaming platform. 

  We would most definitely like to take a look at what's going on in your account and see if there is a suitable resolution for the same. Kindly share the phone number or the email id associated with your account so that we can check internally as we are not able to pull up any account based on the information provided.

  Looking forward,

  Regards

• Initial Complaint

  Date:11/28/2023

  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.

  Super.com is the business I'm making a complaint about they charged my card on Saturday 2023 at 11:01 am.I've never done any kind of business with them and would like to file a lawsuit if available,I don't believe they had any right to my information

  

  Business Response

  Date: 12/08/2023

  Hi *****,

  We apologize for any negative impression you may have formed about our service.

  
  While it may not have been your intention to be charged for the Super + membership 7 day trial, it's possible that you inadvertently signed up for it. We not have the ability to 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.