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:07/10/2024

  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 reported fraud to my account on Saturday February 3rd 2024 and requested to close my account and my debit card removed from their system. They said they would look into it and if they found thay in fact it was fraud then I would get a refund and I would be contacted through email. I got an email on February 29th that they have credited my account but I never got anything. I've been calling them since and they've been telling me that it takes about ***** business days until I get a check as I had closed my account they issued a check but now it's been about 5months(150 days) and all they keep telling me is that they will escalate the issue to corporate and that they will reach me through email and never received any emails regarding this issue. I just called today and was told the same thing. It is unacceptable that there's no way for me to know what's going on with my refund and no one there to help me figure it out I even spoke with the "manager" but they didn't seem to know anything and said they will escalate the issue with corporate so at this point I feel like they are the ones who took my money and are trying to scam me. I have attached screen shots of the call history to super and the only emails from February and March.

  

  Business Response

  Date: 07/16/2024

  Hi ********,
  
  Thanks for taking the time to share your experience with our Support team. Your feedback is invaluable to us, as it guides our continual improvement and growth. Rest assured that we are a reputable and genuine company. Our credibility is affirmed by our features in esteemed publications such as the **************** Forbes, New *********** SmarterTravel, Conde Nast Traveler and dozens of other press outlets.
  
  We want to bring to your attention that your cheque has already been sent to the address we have on file. Kindly refer to the email we have sent you for details.
  
  Should you require any further assistance or have any inquiries, our dedicated ************* team is available to assist you. You can reach them at ***************** from Monday to Friday, 8 AM to 7 PM, EST. Alternatively, you can also email us at email ********************.
  
  Your satisfaction remains our priority, and we're here to provide the assistance you need.

  Customer Answer

  Date: 07/16/2024

   
  Complaint: 21971004
  
  I am rejecting this response because:

  I have not received the check. I asked for it to be expedited on July 10th and it's now July 16th and I still haven't received anything and I have not been told when it was sent and if it was expedited or not.

  Also I haven't been told what was the issue of it not being sent with in these five months.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 07/20/2024

  Hi ********,
  
  We would like to inform you that your cheque for the remaining funds on your Super Pay account has already been sent to the address we have on file.
  
  Regarding your concern about the delay in processing, please be advised that our Headquarters Team is actively reviewing your case and investigating the matter.
  
  We greatly appreciate your patience while our team works diligently to get back to you as soon as possible.

  Customer Answer

  Date: 07/23/2024

   
  Complaint: 21971004
  
  I am rejecting this response because:

  
  I have not received the check and don't have an updated on when I should be receiving it, and they haven't offered any type of compensation for this five month delay and horrible experience.

  Also they have been "investigating" for over three months now and only have emailed me now that I've made a complaint through here but still no solution to my issue. I will never use this SUPER.COM and I won't recommend it to anyone.

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

  

  Business Response

  Date: 07/26/2024

  Hi ********,

  After conducting a thorough investigation, we would like to inform you that the cheque has been sent to the address on file within the designated timeframe. If you have not received it on time, there is a chance it may have been accidentally discarded.

  We want to assure you that the remaining funds on your Super Pay account have been resent via cheque to the address we have on file. The cheque is expected to arrive by July 31, 2024, at the latest.

  Should you require any further assistance or have any inquiries, our dedicated ************* team is available to assist you. You can reach them at ***************** from Monday to Friday, 8 AM to 7 PM, EST. Alternatively, you can also email us at email ********************.

  We trust this explanation provides clarity on the matter.

  Customer Answer

  Date: 07/26/2024

   
  Complaint: 21971004
  
  I am rejecting this response because:

  They sent me an email on 07/15/2024 stating that they had just sent the check and it's now 7/26/2024 it's been over 10 business days and didn't receive anything. I also requested it to be expedited but I guess it wasn't, so if I don't receive it on 7/31/2024 then it'll be lost again? And what will happen then? Will they send out another check? Also I still haven't had an update as to what happened to the first check. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/10/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We reserve a room with 3 beds but when we arrive only got a room with one bed. We needed 3 bed. They wouldn't refund our money even though we have receipt that stated 3 beds.

  

  Business Response

  Date: 07/14/2024

  Hi *****,
  
  Thanks for taking the time to share your experience at check in. We understand the challenges you faced with your reservation, and we apologize for any inconvenience caused. In the dynamic travel industry, unforeseen situations may arise that are beyond our control as a third-party booking site. Despite these challenges, we are committed to minimizing any negative impact on our valued customers.
  
  Our primary goal is to ensure the satisfaction of every customer, and we appreciate your patience and understanding. To address this issue, our Support team has been notified and will initiate contact with the accommodation and travel partner to thoroughly investigate the matter. Rest assured, we will keep you informed and work diligently to resolve this situation to your satisfaction.
  
  We appreciate your understanding in this matter.

• Initial Complaint

  Date:07/10/2024

  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.

  Called to get a motel in ******, **** was sent to super.com . Gave me Motel 6, no Motel 6 in Vernal. Called and asked for my money back, was told no refund. Bad business! This was June 20, taken from account. On June 21st. Amt.98.91.

  

  Business Response

  Date: 07/13/2024

  Hi ********,
  
  Thank you for taking the time to share your experience at check in. We understand the challenges you faced with your reservation, and we apologize for any inconvenience caused.
  
  In the dynamic travel industry, unforeseen situations may arise that are beyond our control as a third-party booking site. Despite these challenges, we are committed to minimizing any negative impact on our valued customers.
  
  Our primary goal is to ensure the satisfaction of every customer, and we appreciate your patience and understanding. To address this issue, our Support team has been notified and will initiate contact with the accommodation and travel partner to thoroughly investigate the matter. Rest assured, we will keep you informed and work diligently to resolve this situation to your satisfaction.
  
  We appreciate your understanding in this matter.

• Initial Complaint

  Date:07/09/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Super.com is a scam! I do not know how they accessed my personal banking information. They pop up as if they are supporting you to save on future deals. Anytime you call, they direct you to their website to chat. When you go to the website to chat, they want to force you to click on another icon before you can chat with anyone. Since they have already illegally gone into my bank account and taken $15.00, I would NOT click on nor access anything else. The bank nor Apple via the iPhone could identify who these people are, nor where this company is located. Can you please help. The bank states that because they are unidentifiable, they might access a new bank account or card! Can you please help!

  

  Business Response

  Date: 07/13/2024

  Hi *******,
  
  Thanks for bringing this matter to our attention. To ensure there are no misunderstandings or inaccuracies, we kindly advise you to review the services you may have enrolled in. We want to assure you of our commitment to privacy and data security. As a reputable company featured in well-known publications like the **************** Forbes, and the New *********** our credibility and genuine business practices are well established.
  
  Please note that unless you have enrolled in our membership program, no credit card information is ever stored on our servers and our website complies with the Payment ****************** Security Standards (PCI Compliant). This is the most stringent level of certification available in the payments industry.
  
  Super.com only collects information relevant to the services you have contracted. We invite you to review our Terms & Conditions to learn more about our Privacy Policy.
  
  It seems there might have been a misunderstanding regarding your sign-up for the Super+ membership, as our process requires explicit consent from our users. You have full control, and canceling your membership is straightforward.
  
  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.
  
  Please call our Support team at ***************** or use the chat feature in your Super.com App for a convenient online cancellation. Note that online cancellations may not be available in all states due to regulatory restrictions.
  
  Alternatively, you can initiate a chat directly from the Super.com App or website during business hours (8 AM - 7 PM) for immediate support.
  
  For more info, please check this article: *****************************************
  
  We hope this clarification addresses any doubts or concerns you may have had.

• Initial Complaint

  Date:07/08/2024

  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.

  Super.com refuses to provide a direct hotel booking confirmation and the hotel does not have a reservation on file. Their customer service just says that they will reply in ***** hours, that does not work.

  

  Business Response

  Date: 07/13/2024

  Hi *******,
  
  Thanks for taking the time to share your recent experience with our Support team. Your feedback is invaluable to us, as it guides our continual improvement and growth.
  
  We'd like to provide you with some insight into the booking process with hotels. It's common practice for many hotels to process third-party bookings closer to the check-in date.
  
  In addition to 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.
  
  It's important to understand that as a third-party platform, we have limited control over the hotel's internal processes. Some properties only reveal reservation details internally as the check-in date nears, while others have immediate access to this information once the reservation is completed.
  
  Upon checking our records, we have found that our Support Team have already contacted you and a full refund was processed back to your account. It usually takes 3 - 5 business days to reflect. Processing times depend exclusively on the bank; therefore, you must reach out to them for an exact timeframe.
  
  We understand that you've initiated the chargeback process, indicating a dispute with your bank or payment provider. At this point, our ability to intervene or take further action is limited.
  
  Our dedicated Chargeback team is actively involved in collecting all relevant documentation and will proceed to submit it to the card processor for mediation. Going forward, any updates or resolutions regarding this matter must be pursued through your financial institution.
  
  We appreciate your understanding in this process, and if there are additional details or documentation needed from our end, our Chargeback team will collaborate with your financial institution to ensure a thorough review of the case.
  
  We hope this clarification addresses any doubts or concerns you may have had.

• Initial Complaint

  Date:07/08/2024

  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 red roof inn reservation for wrong date so I contacted super.com by chat to requested to change check in date to 7/5 from 7/6. Customer Representative at chat tolds me that she will call the hotel to change the check in date to 7/5 if I pay $30 cancellation fee but check in date wasnt changed to 7/5.She tolds me that she got approval from hotel to change the check in date to 7/5 but hotel told me that they heard customer representative will change the date to 7/5 since hotel approved it so hotel refused to change my check in date to 7/5. I spent more than 1 hour to solve issue but nothing was solve and cant check in at 7/5 and wasted my times and money of $95.71 for nothing.Customer Representative didnt help me anything even I agreed to pay extra $30 cancellation fee and she didnt respond to me at chat after I sent message why my check in date is not change at all.I have a right to get money back for $95.71 for really bad service.

  

  Business Response

  Date: 07/09/2024

  Hi ***,
  
  Thanks for bringing this matter to our attention. Please know that at Super Travel, we go the extra mile to secure unbeatable rates for our customers. We handle all the complexities of changes and cancellations directly, ensuring a seamless travel experience.
  
  In order to cover the costs on our end of making these booking adjustments, we charge a small change fee. This approach ensures we can keep bringing you and all our valued customers the best hotel prices available. Please know that ***** USD amendment fee will only apply if we are successful in securing the modification you requested. If we cannot secure your change, you will not be charged this fee. We have also checked our records and want to clarify that we have not charged you $30 for your date change request.
  
  We've checked our resources, and it seems that your reservation is booked under a non-refundable and non-amendable policy, which generally limits modifications or cancellations.
  
  Recognizing the unique circumstances; we're prepared to make an exception on occasions such as this. Our Support team has been notified and will initiate contact with the accommodation and travel partner to request for a complimentary cancellation on your behalf. They will update you promptly on any progress.
  
  We hope this clarification addresses any doubts or concerns you may have had.

  Customer Answer

  Date: 07/09/2024

   
  Complaint: 21956132
  
  I am rejecting this response because:
  They didnt work properly as they promised to me so I have to spent extra money and time to find other hotel to stay and stayed at other hotel . I want full refund for their mistake.  I wouldnt have to pay for other hotel if they change check in date after charge $30 cancellation fee and I agreed to it but they didnt do work professionally as  they promised to me.

  I have a right to receive refund.

   

  
  Sincerely,
  
  Min *******************

  

  Business Response

  Date: 07/13/2024

  Hi ***,
  
  After reviewing our records, we can confirm that you were not charged $30 for your date change request. Upon further review, it appears that your reservation falls under a non-refundable and non-amendable policy, which typically restricts modifications or cancellations.
  
  Our Support Team made efforts to communicate with the property regarding your date change request. Despite successfully securing the change with the front desk, it appears that the property is the one who did not deliver the agreed upon modification.
  
  In light of this situation, we are willing to make an exception in this case. Our Support Team has been informed and is actively working to reach out to the accommodation and travel partner to request a complimentary cancellation on your behalf. Rest assured; we will provide you with updates on any developments.
  
  We hope this explanation addresses any concerns you may have had. Thank you for your understanding.

• Initial Complaint

  Date:07/06/2024

  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 booked a room thur this website like I have been doing for weeks now, I changed the dates 3 times and it still scheduled the wrong dates I am a single mother living in this hotel. That was ever. Dime I had. This site are makes you pay them a tip to even book the room and the one time I don’t pay the tip the sites messes up. Come on now that is so wrong

  

  Business Response

  Date: 07/07/2024

  Hi Jacqueline,
  
  Thanks for bringing this to our attention. We completely understand how important it is for every aspect of your travel to align perfectly with your plans. It's worth noting that once a reservation is made through us, we are unable to modify the dates, as these are set based on your initial search criteria.
  
  If your first-choice dates are unavailable, our system helpfully suggests the nearest available alternatives. To ensure a smooth travel experience, please take a moment to verify all your booking details, including dates, location, and price, before finalization. It's also beneficial to review our cancellation policy, so you're well-informed about your options if changes are needed.
  
  We want to bring to your attention that our Support Team have tried their best to request a date modification with the hotel on your behalf. Unfortunately, despite our efforts, the property has denied the request.
  
  Upon checking here, your booking has been successfully cancelled and refunded on our end already. It usually takes 3-5 business days to be processed. Processing times depend exclusively on the bank; therefore, you must reach out to them for an exact timeframe.
  
  We recommend making a new reservation for the dates that suit you better. Just a heads-up, rates might vary depending on your new travel dates, especially if they land on a weekend or holiday.
  
  Regarding the tip added to reservations, please note that it is included during the check-out process. Users have the option to decide whether or not to provide a tip for their booking. Adding a tip is at the discretion of the user, particularly if they have had a positive booking experience or are pleased with the savings from our low prices.
  
  We trust this explanation provides clarity on the matter.

• Initial Complaint

  Date:07/05/2024

  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.

  Booked room for 1 day on 3/16 with Super.com, plus paid insurance to cancel until morning of. Because of heavy rain forecast on days there, cancelled with hotel on 19th. They said I had to contact Super.com. Super will not credit. Tried everything. Have more info but cant use more then 2000 characters.

  

  Business Response

  Date: 07/06/2024

  Hi ****,
  
  Thank you for bringing this matter to our attention. Regarding your booking, it's essential to differentiate between the type of reservation selected. You have chosen a flexible rate, which means that you are entitled to a full refund if you cancel within the grace ******* However, you have the option to extend this policy to make it more flexible, which allows for refunds under specific conditions. When you choose to enhance this cancellation policy for added flexibility, the upgrade cost is understandably non-refundable.
  
  For a comprehensive understanding of our reservation policies, we recommend reviewing the Terms & Conditions on our website. You can find more information about the Enhanced Refund policy by visiting the following links:
  *****************************************
  **************************************
  
  We understand that you've initiated the chargeback process, indicating a dispute with your bank or payment provider. At this point, our ability to intervene or take further action is limited.
  
  Our dedicated Chargeback team is actively involved in collecting all relevant documentation and will proceed to submit it to the card processor for mediation. Going forward, any updates or resolutions regarding this matter must be pursued through your financial institution.
  
  We appreciate your understanding in this process, and if there are additional details or documentation needed from our end, our Chargeback team will collaborate with your financial institution to ensure a thorough review of the case.
  
  We trust this explanation provides clarity on the matter.

  Customer Answer

  Date: 07/10/2024

  See Attachments

  

  Business Response

  Date: 07/13/2024

  Hi ****,
  
  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:07/05/2024

  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.

  Due to various reasons, I and my friends failed to check into ****** ***** in Miami. The merchant agreed to refund, but they need to negotiate with the platform Super, and the platform has not been able to contact human customer service. I received the result of my previous complaint to super.com on April 23, and they said they would process the refund of ****** ***** to me within 14 working days, the amount is 298.95 USD. But so far I and my friends have not received a refund, I think it is fraud, they promised things have not been done, I am really angry!

  

  Business Response

  Date: 07/09/2024

  Hi Mengqi,
  
  Thanks for taking the time to share your feedback about your cancellation request. Rest assured that we are a reputable and genuine company. Our credibility is affirmed by our features in esteemed publications such as the ********* *****, ******, *** **** *****, *************, ***** **** ******** and dozens of other press outlets.
  
  We understand that you've initiated the chargeback process, indicating a dispute with your bank or payment provider. At this point, our ability to intervene or take further action is limited.
  
  Our dedicated Chargeback team is actively involved in collecting all relevant documentation and will proceed to submit it to the card processor for mediation. Going forward, any updates or resolutions regarding this matter must be pursued through your financial institution.
  
  We appreciate your understanding in this process, and if there are additional details or documentation needed from our end, our Chargeback team will collaborate with your financial institution to ensure a thorough review of the case.
  
  We hope this clarification addresses any doubts or concerns you may have had.

• Initial Complaint

  Date:07/04/2024

  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 have been trying to redeem my rewards for days, and everytime I try it tells me I’ve hit a limit. On your ledger everytime you try to redeem it it shows as redeemed and my guess is it goes towards the transaction limit, and you guys have no answers expect try again tomorrow. But then it’s another incorrect redemption. This is apparently a problem. I was the money I earned and you have no other options but to see if it works tomorrrow? Your company can’t even tell me when the transaction limit will reset? Or even which limit I’m at. Due to the incorrect book keeping!

  

  Business Response

  Date: 07/06/2024

  Hi Melissa,

  Thanks for bringing this to our attention. We've investigated why you were unable to redeem your rewards and found that you were hitting the monthly limit.

  As mentioned by our Support Team, the limits are:
  $100.00 in cashback per day;
  $250.00 in cashback per week; and
  $1,000.00 in cashback per month.

  Currently, there is no tracker built into the app for you to be able to track your limits. For the time being, we ask that you refer to the limits mentioned above and keep track as you go. The limits work on a rolling-period as opposed to a calendar-period.

  To be clear, if for instance you were currently hitting your daily limit but still had not hit your monthly limit, you would still be unable to redeem. Where one of the limits are hit, you will not be able to redeem.

  We hope this helps clear up why you were experiencing this error and helps going forward so that you can plan your redemptions in a way that suits your plans best.

  Customer Answer

  Date: 07/07/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I have not hit a monthly limit, when you go to redeem your rewards it rejects the transaction because of limits and then adds that amount to the total and in returns adds that amount you TRIED to redeem to your balance anyways. The picture is a good example, if I periodically try to redeem my rewards 5 times a day and get rejected five times, it still acts as tho I’ve received 60 dollars 5 times. This is a problem in your programming. Please fix this. 
  
  Sincerely,
  
  
  
  Melissa P*****

  

  Business Response

  Date: 07/09/2024

  Hi Melissa,
  
  Thanks for sharing your feedback with us. We've investigated why you were unable to redeem your rewards before and found that you were hitting the monthly limit.
  
  We would like to inform you that if the rewards redemption was unsuccessful, the amount will be automatically credited back to your account. You will have the opportunity to redeem it again once the limits are no longer reached.
  
  Additionally, we have verified on our end and confirmed that you have already successfully redeemed your rewards on your account.
  
  As we have previously informed you, the limits are:
  $100.00 in cashback per day;
  $250.00 in cashback per week; and
  $1,000.00 in cashback per month.
  
  At this time, the app does not have a built-in tracker for monitoring your limits. We kindly request that you refer to the specified limits and keep track of your usage accordingly. Please note that the limits operate on a rolling-period basis, rather than a calendar-period.
  
  To clarify, if you have reached your daily limit but have not yet reached your monthly limit, you will still be unable to redeem. Once any of the limits are reached, redemption will not be possible.
  
  We hope this explanation clarifies the issue you encountered and assists you in planning your redemptions effectively. Thank you for your understanding.