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:07/13/2025

  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.

  ?
  
  Subject: URGENT Refund Request – Failed Hotel Booking & Misleading Terms (Confirmation ***********)
  
  Dear Super.com Support,
  
  I am writing to formally request an immediate full refund and compensation regarding a failed hotel booking made through your platform.
  
  Booking Details:
  • Hotel: ******* ****** ********* ** *****
  • Confirmation #: **********
  • Date: Sunday, July 13 – Monday, July 14
  • Email on booking: *********************
  
  I received a booking confirmation via text message and email from Super.com, and the amount was promptly charged to my credit card. However, upon arrival at the hotel, I was told that no reservation existed, and the property was fully booked. I was left completely stranded in Vancouver with no accommodations available — an incredibly stressful and unacceptable experience.
  
  Additionally, I was not informed until after payment that check-in would not be allowed until 4:00 PM that day, further limiting my ability to find alternatives or adjust plans in time. By then, all surrounding hotels were full. This was both misleading and harmful.
  
  I am requesting the following:
  1. A full and immediate refund of the amount charged to my credit card
  2. Compensation for the distress, inconvenience, and costs incurred (including transportation and emergency alternate lodging)
  3. A formal explanation as to how your system allowed confirmation of a non-existent booking
  
  A screenshot of the confirmation message is attached as proof.
  
  If this matter is not resolved within 5 business days, I will proceed with a formal chargeback request through my credit card provider
  
  This experience was completely unacceptable, and I expect a prompt and professional resolution.

  

  Business Response

  Date: 07/16/2025

  Dear ******,
  
  Thank you for reaching out and letting us know about your experience. We understand how important it is to have your travel plans go smoothly, and we're here to make sure your concerns are addressed promptly.
  
  We have escalated your case for a thorough review to better understand what happened during your recent booking at ******* ****** ********* ** *****. After speaking directly with the hotel, they confirmed that they were not overbooked at the time of your arrival. However, the check-in time had not yet been reached, which may have contributed to the situation you encountered.
  
  The hotel has kindly agreed to approve a 50% refund for your booking, and we have processed this amount in Super Travel Credits. These credits are available for you to use toward future bookings, providing added flexibility for your travel plans.
  
  We appreciate your understanding and patience as we work to ensure your experience is rectified. If there's anything more we can assist you with, or if you have further questions, please don't hesitate to reach out. We're committed to supporting you and making your experiences better moving forward.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:07/13/2025

  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.

  Super.com continues to try to charge me for an unrequested and unwanted monthly fee of $15 despite repeatedly declining the charge. Please stop!

  

  Business Response

  Date: 07/14/2025

  Dear *****,
  
  Thank you for reaching out and bringing this to our attention. We sincerely appreciate the opportunity to address your concerns and provide clarity.
  
  The Super+ membership is an optional subscription designed to offer various benefits and savings, and it requires customer consent to activate. I want to assure you that weve taken action to ensure everything is aligned with your preferences.
  
  I'm pleased to confirm that your membership has been cancelled, ensuring that no future charges will occur. If you have any additional questions or need further assistance, please feel free to reach out. We're here to support you and ensure your experience with us is positive moving forward.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:07/13/2025

  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.

  Hi I was booking a flight to Washington over a month ago. I must have inadvertently been switched to super.com site but I didn’t use it to book the flight I went direct through ******* ******** for it. Now I’m seeing charges on my bank acct and you cannot contact anyone about it because it says my super.com + acct was cancelled on July 1 but they still charged me $15 on that same day. I have never used it for a booking and won’t recommend it to be used by anyone because you cannot contact anyone on their site to discuss the issue. All I want is my money back and for them to not charge me ever again.

  

  Business Response

  Date: 07/14/2025

  Dear Patty,
  
  Thank you for reaching out and sharing your experience with us. We appreciate the opportunity to address your concerns and assist you in resolving this matter.
  
  The Super+ membership is an optional subscription designed to offer a range of benefits and savings. It requires explicit customer authorization to activate. I can confirm that your membership has been cancelled, ensuring no further charges will occur.
  
  Typically, membership fees are non-refundable, but as a one-time exception, we have processed a refund for all transactions related to the Super+ membership. A total of $45 has been refunded to your original payment method. Please allow 3 to 5 business days for the funds to reflect in your account.
  
  If there are any more questions or if there's anything else I can assist you with, please don't hesitate to reach out. We're here to help ensure your experience moving forward is a positive one.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:07/12/2025

  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.

  SuperSuper.com is a site used for booking hotels. On several occasions my credit card has been attempt to be charge by SuperSuper.com I had to freeze one of my credit cards. On July 11, 2025 My debt card was charged $15.00 by SuperSuper.com. I did not authorize this charge. I am filing a complaint and would like my money refunded, as well as to report this to Better Business to put a STOP to this fraud activity.I have several receipts of attempting to charge my credit card.

  

  Business Response

  Date: 07/15/2025

  Dear Mishala,
  
  Thank you for reaching out and sharing your concerns with us. I appreciate the opportunity to provide clarity and assistance on the matter.
  
  The Super+ membership is an optional subscription designed to offer a variety of benefits and savings, and it requires customer consent to activate. I understand how important it is for these processes to be straightforward and transparent.
  
  I want to assure you that your membership has been cancelled, ensuring no further charges will occur. Additionally, we've processed a refund of $15 to your original payment method. Please expect the refund to be reflected in your account within the next 3 to 5 business days.
  
  If there are any further questions or if there's anything more we can do to assist you, please feel free to reach out. We're here to help and ensure your experience with us is positive moving forward.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:07/12/2025

  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.

  Dear BBB I few weeks ago Hello ***** on account ending in **** debit
  On the open dispute I was refused a room when I showed up
  I advised them I am blind and your site and the app kept having problems and some how I ended up on another site I was pushed into super.com I believe
  So it is not my fault that the system selected a female and not a mix
  Besides I had selected mix because it sounded more proper
  That day I was refused a room no other option given just call the customer service to cancel
  I did and they suggested to cancel Super.com for a refund and back and forth
  So it all happened on the day of check in same as booking date in my understanding
  
  I thank you for allowing me to clarify
  
  Sincerely,
  
  **** *********

  

  Business Response

  Date: 07/16/2025

  Dear ****,
  
  Thank you for reaching out and sharing your experience. We truly appreciate the opportunity to address your concerns and provide some clarity on the situation.
  
  Our bookings are typically non-refundable and non-amendable, which helps us offer the best possible rates to our customers. We have escalated your case and spoke with the hotel directly; however, the refund has not been approved at this time.
  
  If you are able to obtain written confirmation from the hotel that approves a free-of-charge cancellation, we will be more than happy to revisit your case and explore further options.
  
  We understand this may not be the resolution you were hoping for, and with this response, we consider the case closed from our side. If you have any more questions or if there’s anything else we can do for you, please feel free to reach out. We’re here to assist and provide any support you may need.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:07/12/2025

  Type:Customer Service 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 ordered hotel through the Super+ website, I did not authorize any membership, was not notified about registering for membership or creating an account, but was subscribed to a membership with monthly subscription fee of $15.00. I was not provided with member ID, notification of membership/account being created, and/or receipt for the transaction. I found the charge on my billing statement, and unsubscribed through their website which also took multiple steps to convince me to keep membership, and could be misleading to less technical customers. I am yet to call their CS team to dispute this practice, but I've noticed that the info they used to register me for membership took advantage of my credit card and phone number info, where the billing address was entered incorrectly. It's a complete fraud.

  

  Business Response

  Date: 07/14/2025

  Dear *******,
  
  Thank you for reaching out and sharing your experience with us. We appreciate your feedback and the opportunity to clarify the situation for you.
  
  The Super+ membership is an optional subscription designed to offer a variety of benefits and savings. It requires customer authorization to activate. Upon review, we found that the Super+ membership was opted for during your booking on July 3rd.
  
  Rest assured, your membership has been cancelled to ensure no future charges. While membership fees are typically non-refundable, we have made a one-time exception in your case and processed a refund for the transaction related to the Super+ membership. A total of $15 has been refunded to your original payment method. You can expect the funds to reflect in your account within 3 to 5 business days.
  
  If you have any further questions or if there's anything else we can assist you with, please don't hesitate to reach out. We're here to help and ensure your experience is a positive one.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:07/12/2025

  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.

  Today I saw a pending transaction on my bank account of $15 from Super+. This came to me as a surprise because I've never heard of such place or thing more remember signing up to such website after I investigated further into what Super+ was. i have yet to find out how this happened. I looked into it and found the website, I saw that I was asking me for my telephone number to access my account and saw that I had subscribed which to my knowledge I have never even heard of such website or company. I canceled my subscription because of the fear that my banking information is being used fraudulently. I don't even know if I have to cancel my debit card to fix this because this is just upsetting to go through knowing this can happen to anyone. I want this to be fixed and or compensated.

  

  Business Response

  Date: 07/14/2025

  Dear Zaid,
  
  Thank you for bringing this to our attention and for reaching out with your concerns. We understand how surprising unexpected transactions can be, and I'm here to assist you with this matter.
  
  The Super+ membership is an optional subscription that offers a range of benefits and savings, and it requires explicit customer authorization to activate. We've looked into your account and can confirm that your membership has been cancelled, so there will be no further charges.
  
  We're happy to make a one-time exception in your case and have processed a full refund for both transactions related to the Super+ membership. A total of $30 has been refunded to your original payment method, and you should see the funds reflecting in your account within 3 to 5 business days.
  
  If you have any further questions or need additional assistance, please feel free to reach out. We're here to help and want to ensure your experience is as seamless as possible.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:07/12/2025

  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.

  Hello,I am filing a complaint regarding unauthorized recurring charges by Super+/SuperCom:- First unauthorized charge: $17 ($15 + $2 fees) on December 9 - Subsequent monthly charges: $15 each month - Total disputed amount: $122 (who costed me approximately 112)Key issues:1. I never signed up for or authorized this "Super+" subscription 2. Received no confirmation email or contract 3. No working customer service contact to cancel 4. ******************** complaints show this is a recurring issue This is my first attempt to resolve with the company directly as they provide no valid contact options.Requested resolution:1. Immediate cancellation of all future charges 2. Full refund of all $122 taken without authorization 3. Written confirmation of cancellation Attached are my bank statements showing these unauthorized transactions. I appreciate your assistance in resolving this matter.

  

  Business Response

  Date: 07/14/2025

  Dear ****,
  
  Thank you for reaching out and sharing your concerns with us. I appreciate the opportunity to address this matter and provide clarity.
  
  The Super+ membership is an optional subscription designed to offer a variety of benefits and savings, and it requires customer authorization to activate. I understand how important it is to have complete transparency, and we're here to ensure everything is resolved to your satisfaction.
  
  We have escalated this matter for a thorough review and, at this moment, have not been able to locate a Super+ membership using the email address and contact number provided. To assist you further, our support team has sent a follow-up email requesting additional information to ensure we address this matter promptly.
  
  Your satisfaction is important to us, and were committed to making sure this is resolved. If you have more questions or need additional assistance, please feel free to reach out. We're here to help.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:07/11/2025

  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.

  Date of transaction June 11. This is a company that i have never any interaction with. This is fraudulent and unauthorized. I have changed my account and bank card previously from this company and this still continues.

  

  Business Response

  Date: 07/12/2025

  Hi Mia
  
  Thanks for reaching out to us. Your Super+ membership has been successfully cancelled, and weve processed your refund of $30. You should see the amount reflected in your account shortly.
  
  We know things didnt go as smoothly as we hoped. Weve received your feedback, and our Customer Success team is currently looking into the issue. Your insights really help us improve, and were on it to make things better.
  
  Warm regards,
  Super.com

• Initial Complaint

  Date:07/11/2025

  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 7/7 I spoke with customer care to close my account and for some reason they refused to close my account.

  

  Business Response

  Date: 07/12/2025

  Hi ****,
  

  Thank you for reaching out and sharing your experience with us. We understand the importance of having control over your account preferences.
  

  I'm pleased to inform you that we have successfully deleted your account from our system. Our team is committed to ensuring that your requests are handled promptly and to your satisfaction.
  

  Your trust is important to us, and we are dedicated to providing a seamless experience. If there's anything else you need assistance with, please feel free to let us know.
  

  Thank you for bringing this to our attention.
  

  Warm regards,
  The Super.com Team
  

  
  

  Customer Answer

  Date: 07/15/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the card and account ending in **** has not been deleted from the system.

  kindly confirm complete closure of account ending in ****.

  kindly confirm complete deletion of my profile including linked debit card and bank accounts from your system.

  kindly confirm notification to 3 credit bureaus that account ending in **** has been closed in good standing.
  
  
  
  Sincerely,
  
  
  
  **** *******

  

  Business Response

  Date: 07/16/2025

  Dear ****,
  
  Thank you for your follow-up email and for the opportunity to address your request. We value your patience as we ensure everything is handled to your satisfaction.
  
  I want to inform you that we have escalated your concern, and I am happy to confirm that we have closed your SuperPay account. Additionally, all data related to your account, including the card and account ending in ****, has been completely deleted from our system.
  
  If there is anything else you would like to discuss or if further assistance is needed, please feel free to reach out. We’re here to support you and ensure your experience with us is positive.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 07/16/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: as of 5pm edt 7/16/25 I am still able to login to my credit card account and view all my information including my linked debit cards and my superpay card account number with a 0.00 balance.. it does not appear as if this account has been closed or deleted from your system.  upon receipt of this message kindly completely close my superpay credit card account and delete my profile from your system. Once you completely close my credit card account and notify the credit bureaus that my credit card account has been closed in good standing, I should then NOT be able to login to my account as it will no longer be active 
  
  Sincerely,
  
   
  
  **** *******

  

  Business Response

  Date: 07/17/2025

  Dear ****,
  
  Thank you for following up with us and for your dedication to ensuring your personal information is protected. We truly appreciate the opportunity to assist you.
  
  To proceed with your request to close your SuperPay credit card account and delete your profile, we kindly ask that you contact us directly at *************** This call allows us to verify your identity, ensuring that your data is handled with the utmost security. Our team is available and ready to assist you Monday through Friday, from 8 AM to 9 PM ET.
  
  Additionally, you can review more information about our data protection policies here: ****************************************
  
  Regarding the deletion of card details, rest assured that your financial information is handled securely at every step. While we do not have a manual deletion feature for stored card information, your full credit card details are never saved in our system. Instead, we use a secure and encrypted payment provider that adheres to ******* ******** **** ******** **** ******** ********* guidelines—widely recognized as a reputable framework in the industry. This guarantees that your payment information is encrypted and stored in a manner that protects it from unauthorized access.
  
  Your privacy and trust are incredibly important to us. If you have any additional questions or need further assistance, please don't hesitate to reach out. We're here to help in any way we can.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 07/22/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: despite repeated promises to close the account the account remains open and I am still able to access the account online .  I have contacted today your bank-- ******** **** *** ***** **. to force you to close the account. Also, as I have not enrolled in credit reporting, please have the super.com ********** infromation deleted entirely from my credit report. 

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

  ³ You must enroll in rent reporting or Super.com Card credit reporting to build credit. If you enroll in Super.com Card reporting, your card activity will be reported to credit bureaus monthly until your card is closed. Impact on credit score may vary. Super.com cannot control factors outside our services that may impact your credit.

  

  Business Response

  Date: 07/22/2025

  Dear ****,
  
  Thank you for your follow-up email, and I truly appreciate your patience as we work to address your request.
  
  To ensure your account and data-related requirements are met efficiently, we have a dedicated team ready to assist with data deletion requests. Please contact our finance team at **************, available from Monday through Friday, 8 AM to 9 PM ET.
  
  We require a phone call to verify your identity as part of our commitment to safeguarding your personal information from unauthorized access and use. This step is in line with the security measures that comply with federal law and ensures your information is protected.
  
  Regarding your Super.com ********** information, I want to reassure you that while we currently do not have a way to delete card information from our system, we do not store the full credit card details. We use a secure and encrypted system for handling payment information, ensuring that your card details remain protected and inaccessible to unauthorized parties. Our payment processing system complies with ******* ******** **** ******** **** ******** *********, designed to keep your card data safe and secure.
  
  Please reach out to our team if you have any further questions, and we’re here to assist you through the process.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 07/24/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:   Please have super.com either completely remove my information from the 3 credit reporting agencies or have my credit report confirm  charge card  closed in good standing with no outstanding balance and or monies owed.
  
  **** *******
  
  
  
  Sincerely,
  
  
  
  **** *******